Policies & Terms

TERMS AND CONDITIONS OF USE

TWINTURBO Platform

1. About TWINTURBO

1.1 Company Information

TWINTURBO is a logistic Platform, is a limited liability company registered in Saudi Arabia under Commercial Registration No. 4030517574. The company's headquarters is located in Jeddah, Saudi Arabia.

1.2 Platform Description

TwinTurbo is a digital, multi-modal logistics platform designed to deliver end-to-end logistics solutions through a single, unified interface. The platform connects customers, logistics service providers, and independent operators to enable seamless, transparent, and efficient movement of goods across sea, air, land transportation, and warehousing.

1.3 Services Offered

TwinTurbo serves both B2B and individual customers, supporting domestic, regional, and international logistics requirements. By leveraging digital technology, data integration, and verified service partners, TwinTurbo simplifies complex logistics processes—from booking and pricing to execution, tracking, and settlement.

2. Introduction

2.1 Purpose

These Terms and Conditions govern the use of TWINTURBO’s website and mobile application and constitute a legally binding agreement between TWINTURBO and the user.

2.2 Acceptance

By accessing or using TWINTURBO’s services, the user confirms full acceptance of these Terms and Conditions. Continued use after amendments constitutes acceptance of updated terms.

2.3 Right to Amend

TWINTURBO reserves the right to amend these terms and conditions at any time, with amendments published on the platform.

3. Definitions

For the purpose of these Terms, the following definitions apply:

3.1 TWINTURBO Platform

Refers to TWINTURBO,a private limited liability company that operates a digital platform facilitating access to end-to-end logistics services through independent service providers across Saudi Arabia and the GCC.

3.2 Customer

Refers to the individual or legal entity using the TWINTURBO Platform to fulfil logistic requirements.

3.3 Authorized Representative

The person authorized by the customer (whether an individual or a company) to make decisions and sign documents related to the use of TWINTURBO Platform services on behalf of the customer.

3.4 Truck

Refers to all types of trucks used in transport operations, including TRAILA, LORRY, DIANA, and pickup trucks, or similar vehicles, whether refrigerated or non-refrigerated.

3.5 Carrier

The individual or company that owns or operates trucks and performs transport services booked through the TWINTURBO Platform.

3.6 Driver

The drivers affiliated with the carrier, responsible for driving the trucks and loading and unloading goods according to TWINTURBO Platform and customer instructions.

3.7 Warehouse

Any third-party storage or logistics facility made available through the TWINTURBO platform for the storage, handling, or management of goods, including but not limited to frozen, refrigerated, temperature-controlled, ambient (room temperature), open-yard, or outdoor storage, operated by an independent Warehouse Operator.

3.8 Warehouse Operator

An independent service provider offering warehousing or storage services through the TWINTURBO platform.

3.9 Shipping Line

A sea freight carrier providing maritime transportation of goods through the TWINTURBO platform.

3.10 Air Carrier

An air freight carrier providing transportation of goods by air through the TWINTURBO platform.

3.11 Website

Refers to TWINTURBO's website accessible at www.twinturbo.co, used by customers and service providers to fulfil their logistic requirement and offering.

3.12 Application

Refers to the TWINTURBO application available on smartphones, enabling customers and suppliers to manage orders, offering, track shipments, and benefit from all available logistic services provided by TWINTURBO Platform.

3.13 Goods

Goods transported and/or warehoused through the TWINTURBO Platform services, subject to applicable laws and regulations.

3.14 Load

Goods or cargo booked by a customer for logistics services through the TWINTURBO platform.

3.15 Shipment

One or more Loads tendered by a Customer for transportation, storage, or handling through the TWINTURBO platform, whether by land, sea, air, or warehousing, from the loading point to the delivery point.

3.16 Packaging According to Standards

Packing goods in compliance with applicable industry, safety, and regulatory standards suitable for the selected mode of transport, nature of the Load, and destination requirements.

3.17 Transport / Shipping

The movement of a Load by land, sea, or air through service providers made available on the TWINTURBO platform.

3.18 Bill of Lading

A transport document issued by a Carrier or Shipping Line acknowledging receipt of the Load and evidencing the contract of carriage.

3.19 Insurance

TWINTURBO acts solely as a digital platform facilitating operational connectivity between Customers and Service Providers and shall not be responsible or liable for any cargo loss, damage, delay, theft, accident, or any direct or indirect damages arising from the transportation, handling, storage, or delivery of shipments. Full responsibility for the shipment and related risks remains with the Customer and/or the Service Provider unless otherwise expressly agreed in writing.

3.20 Contract

Legally binding agreement formed between the Customer and the relevant service provider upon confirmation of a booking through the TWINTURBO platform.

3.21 Fees

All charges payable for services booked through the TWINTURBO platform, including transport, storage, handling, platform fees, taxes, and any additional charges.

3.22 Liability

Legal responsibility for loss, damage, delay, or claims arising from the provision of services, subject to applicable laws, contractual terms, and liability limitations.

3.23 Invoice

Billing document issued electronically through the TWINTURBO platform or by the Company detailing Fees payable for completed or confirmed services.

3.24 Loading / Unloading

Physical placement or removal of a Load onto or from a vehicle, vessel, aircraft, or storage facility.

3.25 Loading and Delivery Points

“Loading Point” means the agreed location where the Load is collected, and “Delivery Point” means the agreed location where the Load is delivered or stored.

3.26 Waiting Period

Time a service provider waits beyond the agreed loading or unloading time, which may result in additional Fees.

3.27 Customer Service

TWINTURBO’s support function providing assistance, coordination, and issue resolution through digital or other communication channels.

3.28 Supervisor

A person appointed by a service provider or TWINTURBO to oversee or coordinate logistics operations, where applicable.

3.29 Platform / Marketplace

The digital marketplace operated by TWINTURBO that connects Customers with independent logistics service providers.

3.30 Service Provider

Any Carrier, Shipping Line, Airline, Warehouse Operator, or other logistics provider offering services through the TWINTURBO Platform.

3.31 Booking

A service request placed by a customer and accepted through the TWINTURBO Platform.

3.32 Platform fees/ Management fees

Charges payable to TWINTURBO for the use of the Platform.

3.33 Force Majeure

Events beyond reasonable control, including natural disasters, strikes, government actions, port closures, or similar events.

3.34 Prohibited / Restricted Goods

Goods restricted or prohibited under Saudi or applicable international laws

3.35 Delay

Failure to perform services within the estimated or agreed timeframe, excluding Force Majeure.

3.36 Cancellation

Termination of a Booking by the Customer or Service Provider before service completion.

3.37 Cancellation

Termination of a Booking by the Customer or Service Provider before service completion.

3.38 Refund

Repayment of Fees in accordance with TWINTURBO’s Refund Policy.

3.39 Applicable Law

The laws and regulations of the Kingdom of Saudi Arabia.

4. General Terms

4.1 Terms of Use

By using the TWINTURBO website or app, you agree to follow these terms.

TWINTURBO provides a digital platform that helps connect customers with transportation and logistics services.

Please use the platform responsibly and only for lawful purposes. Any misuse, fraud, or activity that violates Saudi laws may result in suspension or termination of your access.

TWINTURBO may update, change, or stop any part of its services at any time to improve performance, security, or compliance.

4.2 Supplementary Terms

Some TwinTurbo services may have extra rules, such as:

Special offers or promotions

Promotional campaigns

Rental or subscription services

Insurance or coverage options

Long-term or customized services

If extra rules apply to a service, they will be shown clearly.

If there is any difference between general terms and service-specific rules, the service-specific rules will apply.

4.3 Privacy Policy

TwinTurbo collects only the information needed to provide its services, such as:

Contact details

Business or shipment information

Location and usage data

Your information is used to:

Process orders and provide services

Communicate with you

Improve the platform

Meet legal and regulatory requirements

We may share information with trusted partners such as carriers, insurers, or authorities only when necessary.

TwinTurbo takes data security seriously and uses appropriate safeguards to protect your information.

By using TwinTurbo, you agree to our privacy practices. If you do not agree, please stop using the platform.

5. Customer Responsibilities

5.1 Providing Correct Information

Customers must provide complete, accurate, and truthful information when placing an order, including:

Pickup and delivery locations

Type, value, and quantity of goods

Special handling requirements (fragile, temperature-controlled, hazardous, etc.)

Any losses, delays, penalties, or damages caused by incorrect or incomplete information are the customer’s responsibility.

5.2 Receiving Goods

Customers must ensure that:

The delivery location is accessible and ready

An authorized person is available to receive the goods

If goods are not received at the agreed time or location, the customer will be responsible for waiting charges, storage costs, overnight fees, or return costs, as applicable.

5.3 Delivery Failure

If delivery fails due to:

Customer unavailability

Incorrect contact details

Refusal or neglect to receive goods

The customer remains responsible for all additional costs, including re-delivery, return, storage, or disposal of goods.

5.4 Delays and Storage

Any request to delay delivery or store goods must be communicated clearly before placing the order.

If no prior notice is given, TwinTurbo will not be responsible for:

Damage caused by delays

Storage-related losses

Additional fees resulting from waiting or overnight stays

5.5 Government Seizures

If goods are:

Seized

Rejected

Confiscated

by any government or regulatory authority due to non-compliance, documentation issues, or prohibited items, TwinTurbo bears no responsibility.

All consequences, fines, duties, or losses are the customer’s responsibility.

5.6 Order Completion Code/ Confirmation

Customers must:

Confirm delivery through the app or

Provide the required verification code to the driver or carrier

within the specified time after unloading.

Failure to do so may result in the order being automatically closed without liability on TwinTurbo.

5.7 Bill of Lading Accuracy

Customers are responsible for ensuring the accuracy of:

Shipment documents

Bills of lading

Invoices and declarations

If TwinTurbo prepares documents based on customer-provided information, the customer remains fully responsible for the correctness of that information.

5.8 Shipment Inspection Rights

By using TwinTurbo, the customer agrees that:

Shipments may be inspected when required for safety, compliance, or legal reasons

Inspections may occur without prior notice, where permitted by law

Inspection does not transfer responsibility or liability to TwinTurbo.

5.9 No Direct Agreements with Service Providers

Customers must not enter into direct agreements, payments, or arrangements with drivers or carriers outside the TwinTurbo platform.

Any unauthorized dealings:

Void TwinTurbo’s responsibility

May result in account suspension or termination

5.10 Packaging and Load Safety

Customers must ensure that goods are:

Properly packed

Safely stacked

Suitable for the selected vehicle type

TwinTurbo is not responsible for damage caused by poor packaging or unsafe loading.

5.11 Payment Compliance

Customers must:

Pay all agreed charges on time

Use only approved TwinTurbo payment methods

Delays or failures in payment may lead to service suspension, delivery holds, or cancellation.

5.12 Compliance with Laws and Platform Rules

Customers agree to:

Follow all applicable laws and regulations

Avoid transporting prohibited or restricted items

Use the platform only for its intended purposes

Any violation may result in immediate service termination and legal action if required.

7. Payment and Financial Policies

7.1 Fees and Charges

Customers agree to pay all applicable fees for the services requested, including transport, waiting, delay, cancellation, special handling, and location-related charges. Final charges may vary if order details change, or additional services are required.

7.2 Payment Method

All payments must be made through TwinTurbo-approved payment channels only.

Direct payments to service providers are not allowed.

7.3 Non-Payment Consequences

Failure to pay may result in order suspension, delivery hold, account restriction, or cancellation. TwinTurbo is not responsible for delays or losses caused by non-payment.

7.4 Refund and Cancellation Policy

Order Cancellation

Orders can be cancelled before driver assignment without charges (unless stated otherwise).

Cancellations after driver assignment or arrival may incur cancellation or waiting fees.

Once transportation has started, cancellation is not allowed.

Refunds

Refunds, if applicable, will be processed after deducting any applicable fees.

Refunds are issued using the original payment method unless otherwise agreed.

No refunds are provided for services already completed or partially completed.

Service Issues

If a service cannot be completed due to TwinTurbo’s operational reasons, eligible refunds or credits may be issued at TwinTurbo’s discretion.

Non-Refundable Cases

Refunds will not apply if issues arise due to:

Incorrect information provided by the customer

Customer unavailability or refusal to receive goods

Prohibited or non-compliant shipments

Force majeure or regulatory actions

8. Limitation of Liability

8.1 Platform Role

TwinTurbo operates as a digital platform that connects customers with independent service providers such as carriers, drivers, and logistics partners.

TwinTurbo does not own, operate, or control the vehicles unless expressly stated.

8.2 Services Provided “As Is”

All services, information, and content provided through the TwinTurbo platform are offered on an “as is” and “as available” basis.

TwinTurbo makes no guarantees regarding:

Continuous or uninterrupted service

Accuracy or completeness of information

Timely delivery affected by external factors

8.3 Exclusion of Certain Damages

To the maximum extent permitted by applicable law, TwinTurbo shall not be liable for any of the following:

Indirect, incidental, special, or consequential damages

Loss of profits, business, or opportunities

Loss or corruption of data

Delays caused by traffic, weather, regulatory actions, or force majeure

8.4 Cargo Liability

Unless explicitly covered under an approved insurance option, TwinTurbo is not responsible for:

Loss or damage to goods

Deterioration due to packaging, handling, or temperature requirements

Damage caused by customer instructions, incorrect information, or prohibited items

Any compensation, where applicable, shall be limited strictly to the amount covered by the selected insurance policy.

8.5 Liability Cap

Where TwinTurbo is found legally liable despite the above exclusions, its total liability shall not exceed the total service fee paid by the customer for the specific order giving rise to the claim.

8.6 Third-Party Responsibility

TwinTurbo is not responsible for acts, omissions, negligence, or misconduct of:

Independent carriers or drivers

Third-party service providers

Government or regulatory authorities

Any claims relating to such parties must be pursued directly against them, subject to applicable laws.

8.7 Customer Indemnity

The customer agrees to indemnify and hold harmless TwinTurbo, its affiliates, employees, and partners from any claims, losses, or damages arising from:

Breach of these Terms

Incorrect or misleading information

Illegal or prohibited shipments

Direct dealings with carriers outside the platform

8.8 Sole Remedy

The customer’s sole and exclusive remedy for dissatisfaction with the TwinTurbo platform or services is to stop using the platform.

8.9 Legal Compliance

Nothing in this clause limits liability where such limitation is not permitted under applicable laws of the Kingdom of Saudi Arabia.

10. Privacy Policy

10.1 Data Collection

TwinTurbo collects only the information needed to provide its services, such as contact details, shipment information, payment data, and basic technical data (device and usage information).

10.2 Data Use

Your data is used to:

Process orders and deliveries

Communicate service updates and support

Improve platform performance

Ensure security and legal compliance

10.3 Data Sharing

We may share data only with trusted partners such as carriers, payment providers, insurers, or authorities when necessary to deliver services or meet legal requirements.

TwinTurbo does not sell your personal data.

10.4 Your Rights

You may request access, correction, or deletion of your data where legally allowed, and opt out of marketing messages at any time.

10.5 Data Protection

TwinTurbo applies reasonable security measures to protect your information and retains it only as long as required.

10.6 Consent

By using TwinTurbo, you agree to this Privacy Policy. If you do not agree, please stop using the platform.

11. Cookies Policy

11.1 Types of Cookies

TwinTurbo may use the following types of cookies:

Essential Cookies

Required for the platform to function properly, such as login, security, and order processing.

Performance Cookies

Help us understand how users interact with the platform so we can improve speed, reliability, and features.

Functional Cookies

Remember user preferences such as language, location, and account settings.

Analytics & Marketing Cookies (where applicable)

Used to analyze usage trends and, where permitted, show relevant offers or updates.

11.2 Cookie Management

Users can control or disable cookies through their browser or device settings.

Please note that disabling certain cookies may affect platform functionality or limit access to some features.

11.3 Consent

By using the TwinTurbo website or application, you consent to the use of cookies as described in this policy.

Where required, you will be asked to provide explicit consent before non-essential cookies are placed.

11.4 Data Security

Cookies do not store sensitive personal information such as passwords or payment details.

All data collected through cookies is handled in accordance with TwinTurbo’s Privacy Policy.

11.5 Policy Updates

TwinTurbo may update this Cookies Policy from time to time to reflect changes in technology, legal requirements, or platform features.

Updates will be published on the platform, and continued use constitutes acceptance of the updated policy.

12. Intellectual Property Rights

12.1 Ownership of content and software

All rights related to the TwinTurbo platform, including the website, mobile applications, software, systems, databases, designs, logos, trademarks, text, graphics, images, audio, video, and other materials (collectively, the “Content”), are owned by or licensed to TwinTurbo.

The Content is protected by applicable intellectual property laws and international treaties.

12.2 Limited Right to Use

TwinTurbo grants users a limited, non-exclusive, non-transferable, and revocable right to access and use the platform only for personal or business purposes related to the services offered.

No ownership rights are transferred to users.

12.3 Prohibited Use

Users must not, without prior written permission from TwinTurbo:

Copy, modify, distribute, publish, download, or reproduce any part of the Content

Reverse-engineer, decompile, or attempt to extract source code

Use automated tools (bots, scrapers, spiders) to access or collect data

Remove or alter copyright, trademark, or proprietary notices

Use the platform or Content for unlawful or competitive purposes

Any unauthorized use may result in immediate account termination and legal action.

12.4 Trademarks

All trademarks, service marks, logos, names, and branding elements displayed on the TwinTurbo platform are the exclusive property of TwinTurbo or its licensors.

Use of any TwinTurbo trademark without prior written approval is strictly prohibited.

12.5 User-submitted content

If users submit or upload any content to TwinTurbo (including reviews, feedback, images, documents, or communications):

The user confirms they have the legal right to submit such content

The user grants TwinTurbo a royalty-free, worldwide, perpetual license to use, reproduce, modify, publish, and display such content for operational, marketing, or improvement purposes

User-submitted content must not violate third-party rights or applicable laws

TwinTurbo reserves the right to remove any content at its discretion.

12.6 Breach and indemnification

Users agree to indemnify and hold harmless TwinTurbo, its affiliates, directors, employees, and partners from any claims, damages, losses, or expenses arising from:

Unauthorized use of the platform or Content

Violation of intellectual property rights

User-submitted content that infringes third-party rights

Breach of these Terms

TwinTurbo reserves the right to take all necessary legal actions to protect its intellectual property.

13. Insurance Policy

13.1 Insurance Responsibilities of Service Providers

13.1.1 Mandatory Insurance Coverage

All Service Providers using the TWINTURBO Platform must maintain valid insurance coverage appropriate to the services they provide, including but not limited to:

(a) Carrier / Truck Operators

Vehicle insurance

Third-party liability insurance

Cargo liability insurance

For land transportation services, the Service Provider shall be responsible for maintaining appropriate insurance coverage for the Customer’s goods during transportation where such coverage is required under applicable laws, regulations, or agreed service terms. By accepting and transporting the shipment, the Service Provider acknowledges responsibility for the safe handling and transportation of the goods within the limits of its applicable insurance coverage.

(b) Shipping Lines

Marine liability coverage

Cargo liability coverage under applicable maritime laws and conventions

(c) Airlines

Air cargo liability coverage

Aviation liability insurance

For sea freight and air freight services sections (B&C), cargo insurance remains the responsibility of the Customer unless expressly arranged otherwise. Customers are responsible for selecting and purchasing appropriate cargo insurance coverage for their goods. The Service Provider shall not be held liable for uninsured cargo losses, damages, or claims resulting from the Customer’s decision not to obtain cargo insurance, except where insurance coverage is legally mandatory or explicitly required by the shipper or applicable regulations.

(d) Warehouse Operators

Warehouse liability insurance

Fire and property risk coverage

Storage-related liability coverage

In all cases, TWINTURBO acts solely as a digital logistics platform facilitating connections between Customers and Service Providers and shall not be responsible for providing insurance coverage or assuming liability for cargo loss, damage, delay, or transportation-related claims.

13.1.2 Proof of Insurance

Service Providers must provide valid insurance documentation upon request by TWINTURBO.

13.1.3 Compliance with Laws

Service Providers must maintain insurance required by:

Saudi Arabian laws

Transport regulations

Maritime regulations

Aviation regulations

Safety authorities

13.1.4 Liability for Service Provider Operations

Service Providers remain fully responsible for risks arising from:

Handling of Goods

Transport operations

Storage operations

Personnel negligence

Equipment failure

13.2 Insurance Coverage for TwinTurbo Customers

13.2.1 Platform Role

TwinTurbo acts solely as a digital platform connecting Customers with independent transporters, warehouse operators, and other logistics service providers. TwinTurbo does not provide direct insurance coverage for goods transported, handled, or warehoused through the platform unless expressly stated.

13.2.2 Service Provider Insurance

Insurance coverage for goods in transit, handling, or storage may be provided by the respective Service Provider (including transporters, shipping lines, airlines, or warehouse operators) engaged by the Customer through the TwinTurbo Platform. The scope, terms, limitations, and exclusions of such insurance are determined solely by the respective Service Provider.

TwinTurbo does not guarantee the availability, adequacy, or scope of such coverage.

13.2.3. Optional Insurance Arranged Through TwinTurbo

Where available, TwinTurbo may facilitate access to partner insurance providers for additional or enhanced cargo insurance. Such insurance is offered as an optional at the Customer’s discretion.

All optional insurance:

Is subject to separate terms and pricing of that specific insurance company

Is governed by the insurer’s policy conditions

Does not create any underwriting obligation for TwinTurbo

TwinTurbo shall not be responsible for claim approval, settlement, or coverage scope.

13.2.4 Customer Responsibility for Insurance

Customers are solely responsible for:

Evaluating insurance needs

Obtaining adequate coverage for Goods

Verifying coverage limits and exclusions

Ensuring Goods are eligible for coverage

Use of the platform constitutes acceptance of the risks associated with insufficient or unavailable insurance.

13.2.5 Declaration of Goods

Customers must accurately declare:

Nature of Goods

Value of Goods

Quantity

Handling requirements

Hazardous or restricted nature

Insurance coverage may be denied where Goods are misdeclared, undervalued, or improperly described.

13.2.6 Packaging Requirements

Customers must ensure that Goods are properly packaged in accordance with applicable industry and safety standards. Loss or damage caused by inadequate packaging may not be covered by insurance.

13.2.7 Exclusions

Insurance coverage may not apply to:

Prohibited or illegal goods

Perishable items without proper handling arrangements

Fragile goods not declared appropriately

Undervalued or undeclared items

Damage arising from improper packaging

Force majeure events unless covered by the insurer

13.2.8 Claims and Reporting

Customers must report any loss or damage immediately upon discovery and comply with claim procedures required by the Service Provider or insurer. Failure to follow required procedures may result in denial of claims.

13.2.9 Acknowledgment of Risk

By using the TwinTurbo Platform, Customers acknowledge that:

Logistics services involve inherent risks

Insurance coverage may be limited or excluded

Primary responsibility for obtaining adequate insurance rests with the Customer

14. Fees Schedule

This section sets out additional charges applicable to logistics services booked through the TWINTURBO Platform. The Fees Schedule applies to all Customers and Service Providers and may vary depending on truck type, service location, operational requirements, and applicable regulations.

All Fees displayed on the TWINTURBO Platform at the time of booking shall prevail. Specific rates may be updated from time to time.

TWINTURBO acts solely as a digital platform facilitating fee calculation, communication, and collection and does not determine operational charges imposed by Service Providers.

14.1 Cancellation Fees

14.1.1 Customer-Initiated Cancellation

Where a Customer cancels a confirmed booking, cancellation fees may apply depending on the timing of cancellation and truck type.

Cancellation charges may vary by:

TRAILA

SIX (Six-Wheeler Truck)

LORRY

DIANA

Pickup

14.1.2 Cancellation Time Windows

(a) Before Dispatch Confirmation

No cancellation fee may apply where cancellation occurs before service provider confirmation.

(b) After Dispatch Confirmation

A partial cancellation fee may apply.

(c) After Vehicle Dispatch or Arrival at Loading Point

Full or substantial cancellation charges may apply.

14.1.3 Cost Factors

Cancellation fees may consider:

Truck type and size

Distance traveled

Driver mobilization cost

Time reserved for service

Refrigeration requirements (if applicable)

Applicable rates shall be displayed on the Platform or communicated to the Customer.

14.2 Delay Fees (Waiting Time Charges)

14.2.1 General Rule

Delay fees apply where loading or unloading exceeds the standard waiting period included in the booking.

14.2.2 Standard Waiting Period

The standard waiting time allowed at loading and delivery points shall be specified in the booking confirmation.

14.2.3 City vs Non-City Delays

(a) City Area Delays

Delay charges within city limits may apply at hourly or periodic rates based on truck type.

(b) Non-City / Remote Area Delays

Additional charges may apply for delays outside city limits due to:

Extended driver waiting time

Limited access areas

Operational constraints

Travel distance impact

14.2.4 Factors Affecting Delay Fees

Delay fees may vary depending on:

Truck type

Refrigeration status

Location of service

Time of day

Traffic or access restrictions

14.3 Overnight Fees

14.3.1 Applicability

Overnight fees apply where service duration requires the vehicle, driver, or equipment to remain in service beyond normal operating hours or across multiple days.

14.3.2 Fee Determination

Overnight charges may vary based on:

Truck type (TRAILA, SIX, LORRY, DIANA, Pickup)

Refrigerated vs non-refrigerated vehicle

Driver accommodation requirements

Security or monitoring requirements

Location of operation

14.3.3 Refrigerated Vehicles

Additional fees may apply for refrigerated trucks due to:

Continuous temperature control

Equipment operation cost

Monitoring requirements

14.4 Vital Area Fees

14.4.1 Definition

Vital Area Fees apply where service is performed within restricted or high-security locations requiring special access, permits, or operational procedures.

14.4.2 Vital Areas Include (but not limited to)

Airports and air cargo terminals

Seaports and port facilities

Customs-controlled zones

Government premises

City center restricted zones

Industrial security areas

Special economic zones

14.4.3 Additional Charges

Such fees may include:

Entry permits

Security clearance charges

Access handling costs

Compliance-related costs

Waiting or inspection delays

Applicable charges shall be determined by the Service Provider or relevant authority.

14.5 Unpaved Road Fees

14.5.1 Applicability

Unpaved road fees apply where transport requires travel on unpaved, off-road, or restricted access routes.

14.5.2 Fee Calculation

Charges may be calculated per kilometer traveled on unpaved roads.

14.5.3 Fee Determination Factors

Truck type

Vehicle capability

Terrain conditions

Distance traveled

Equipment wear risk

Operational risk level

14.5.4 Customer Responsibility

Customers must disclose if loading or delivery points require access through unpaved or difficult routes. Failure to disclose may result in additional charges.

14.6 Fee Transparency and Updates

All applicable fees shall be displayed on the TWINTURBO Platform where possible.

Fees may vary based on market conditions or regulatory requirements.

Customers acknowledge and accept applicable charges prior to service execution.

14.7 Taxes and Government Charges

All fees are exclusive of applicable taxes, duties, and government-imposed charges unless otherwise stated.

14.8 Additional Operational Fees & Penalties

14.8.1 Incorrect or Misrepresented Information

Customers are responsible for providing accurate and complete shipment, cargo, location, weight, dimension, and operational information at the time of booking.

Where any information provided by the Customer is found to be inaccurate, incomplete, misleading, or materially different from the actual shipment or service requirements, the Service Provider reserves the right to:

Adjust the service price accordingly

Apply additional operational charges

Issue supplementary invoices

Suspend or refuse service where operational or regulatory risks arise

Such adjustments may be made without prior separate notice where operational execution has already commenced.

14.8.2 Change of Delivery Location or Route

Additional charges may apply where the Customer requests:

Change of delivery destination

Additional stops

Route modifications

Return trips

Redelivery requests

Changes after dispatch confirmation

Applicable fees shall be determined based on:

Distance changes

Driver time

Fuel costs

Operational impact

Regulatory requirements

14.8.3 Excess Weight or Dimension Charges

Additional fees and penalties may apply where:

Actual cargo weight exceeds declared weight

Cargo dimensions exceed declared dimensions

Cargo requires specialized equipment not initially disclosed

The Service Provider reserves the right to:

Recalculate transportation charges

Refuse transportation

Apply safety or compliance-related surcharges

14.8.4 Governmental Fines & Regulatory Penalties

Customers shall be responsible for any fines, penalties, damages, or operational costs arising from:

Incorrect shipment information

Regulatory violations

Excess cargo weight

Improper packaging

Restricted or prohibited goods

Documentation deficiencies

Violations of transport regulations, including penalties imposed by transport authorities such as the Transport General Authority (TGA) or any governmental authority

Where such fines or costs are incurred by the Service Provider, the Customer shall indemnify and reimburse the Service Provider for all related amounts and expenses.

14.8.5 Waiting, Inspection & Compliance Delays

Additional charges may apply for delays resulting from:

Customs inspections

Security inspections

Regulatory checks

Incomplete documentation

Customer-related operational delays

14.9 Price Adjustment Rights

Service Providers reserve the right to revise, adjust, or supplement pricing where actual operational requirements differ from the information originally provided by the Customer, including but not limited to:

Cargo type

Weight or dimensions

Distance

Access conditions

Required equipment

Regulatory requirements

Any additional amounts may be invoiced separately and shall become payable by the Customer upon issuance.

14.10 Legal Disclosure & Information Sharing

TWINTURBO reserves the right to disclose or share Customer, shipment, transaction, operational, or related information with:

Government authorities

Regulatory bodies

Courts or legal entities

Insurance providers

Law enforcement agencies

Service Providers involved in the transaction

where required for:

Legal compliance

Insurance claims

Dispute resolution

Fraud prevention

Regulatory investigations

Operational execution

Risk management purposes

Such disclosure may occur without additional notice where permitted or required by applicable laws or regulations.

15. Rental Services

15.1 Daily Rental Terms

8 hours per day, hourly overage fees, overnight rules.

15.2 Monthly Rental Terms

26 days/month, driver assignment, pricing, insurance notification.

16. Prohibitions

16.1 Transporting prohibited goods

16.2 Transporting persons

16.3 Unauthorized platform usage

17. Dispute Resolution

17.1 Amicable Settlement

15-day negotiation period.

17.2 Legal & Dispute Resolution

Any dispute, disagreement, or claim arising out of or relating to these Terms and Conditions, or to the use of the TWINTURBO platform or any services provided through it, that cannot be resolved amicably between the parties, shall be referred to the Commercial Court in accordance with the laws and regulations applicable in the Kingdom of Saudi Arabia, including the Saudi Companies Law and other relevant regulations.

The seat and venue of arbitration shall be Jeddah, Kingdom of Saudi Arabia, and the arbitration proceedings shall be conducted in Arabic.

Nothing in this Agreement shall prevent TWINTURBO from resorting to the competent judicial authorities in the Kingdom of Saudi Arabia to seek urgent, protective, temporary, or preventive measures, as necessary, to protect its rights, interests, operations, confidential information, and intellectual property.

18. Pricing Method

Pricing is distance-based or policy-based depending on service type.

19. Invalidity of Provisions

Invalidity of one clause does not affect remaining clauses.

20. Termination

20.1 SHAHEN may terminate at any time

20.2 Customer termination by app deletion

20.3 Immediate termination for violations

Restricted Items

Items offensive to Saudi Royal family, Saudi politics, habits or traditions

Cultural / Religious Restrictions

Any item offensive to Muslim culture

Pornographic materials / media

Any media displaying female anatomy

Political propaganda items

Gambling items (e.g., lottery tickets)

Playing cards

Bibles

Books containing references to tobacco or liquor

Dangerous / Hazardous Materials

All Dangerous Goods (DG)

Radioactive materials

Explosives

Dry Ice

Poisons / toxic substances

Chemicals containing liquids (non-hazardous included in some countries)

Liquids (restricted in several GCC countries)

Military / Security Related Items

Military devices & equipment

Aircraft parts consigned to non-military installations

Clothing consigned to military units

Walkie-talkies

Long-range wireless telephones

Laser equipment / laser pens

Toys shaped as weapons

Knives (restricted / approval required in some countries)

Tobacco / Alcohol Related

Tobacco products

Tobacco advertisements

Liquor / alcoholic beverages

Medicines / Medical Restrictions

Medicines (restricted in some countries)

Medicines requiring refrigeration

Counterfeit / Intellectual Property

Counterfeit goods & imitation items

Valuable / Financial / Controlled Items

Bearer documents

Checks / cashier checks

Blank credit cards

Gold & jewelry (certain approvals required)

Collectible coins & stamps

Antiques

Precious stones / metals

Technology / Telecommunications

SIM cards / smart cards / satellite cards

Watches with Bluetooth capability

Telephone cards