Policies & Terms

TERMS AND CONDITIONS OF USE

TWINTURBO Platform

1. About TWINTURBO

1.1 Company Information

TWINTURBO is an e-Commerce Platform, owned by XXXXX Company, is a limited liability

company registered in Saudi Arabia under Commercial Registration No. 4030517574. The

company's headquarters is located in Jeddah, Saudi Arabia. "TWINTURBO" is a registered

trademark of XXXXX Company, with trademark registration number XXXXXX.

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, the registered trademark of XXXXX Company, 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

Cargo or liability insurance coverage arranged by the Customer, service provider, or through

optional services offered on the TWINTURBO platform, subject to stated terms and limits.

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.

9. Privacy Policy

9.1 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).

9.2 Data Use

Your data is used to:

• Process orders and deliveries

• Communicate service updates and support

• Improve platform performance

• Ensure security and legal compliance

9.3 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.

9.4 Your Rights

You may request access, correction, or deletion of your data where legally allowed, and opt out of

marketing messages at any time.

9.5 Data Protection

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

long as required.

9.6 Consent

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

platform.

10. Cookies Policy

10.1 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.

10.2 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.

10.3 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.

10.4 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.

10.5 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.

11. Intellectual Property Rights

11.1 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.

11.2 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.

11.3 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.

11.4 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.

11.5 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.

11.6 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.

12. Insurance Policy

12.1 Insurance Responsibilities of Service Providers

12.1.1 Mandatory Insurance Coverage

All Service Providers using the TWINTURBO Platform must maintain valid insurance appropriate

to their services, including:

(a) Carrier / Truck Operators

• Vehicle insurance

• Third-party liability insurance

• Cargo liability insurance (where applicable)

(b) Shipping Lines

• Marine liability coverage

• Cargo liability under applicable maritime rules

(c) Airlines

• Air cargo liability coverage

• Aviation liability insurance

(d) Warehouse Operators

• Warehouse liability insurance

• Fire and property risk coverage

• Storage-related liability coverage

12.1.2 Proof of Insurance

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

12.1.3 Compliance with Laws

Service Providers must maintain insurance required by:

• Saudi Arabian laws

• Transport regulations

• Maritime regulations

• Aviation regulations

• Safety authorities

12.1.4 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

12.2 Insurance Coverage for TwinTurbo Customers

12.2.1 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.

12.2.2 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.

12.2.3. 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.

12.2.4 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.

12.2.5 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.

12.2.6 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.

12.2.7 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

12.2.8 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.

12.2.9 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

13. 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.

13.1 Cancellation Fees

13.1.1 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

13.1.2 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.

13.1.3 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.

13.2 Delay Fees (Waiting Time Charges)

13.2.1 General Rule

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

booking.

13.2.2 Standard Waiting Period

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

confirmation.

13.2.3 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

13.2.4 Factors Affecting Delay Fees

Delay fees may vary depending on:

• Truck type

• Refrigeration status

• Location of service

• Time of day

• Traffic or access restrictions

13.3 Overnight Fees

13.3.1 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.

13.3.2 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

13.3.3 Refrigerated Vehicles

Additional fees may apply for refrigerated trucks due to:

• Continuous temperature control

• Equipment operation cost

• Monitoring requirements

13.4 Vital Area Fees

13.4.1 Definition

Vital Area Fees apply where service is performed within restricted or high-security locations

requiring special access, permits, or operational procedures.

13.4.2 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

13.4.3 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.

13.5 Unpaved Road Fees

13.5.1 Applicability

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

routes.

13.5.2 Fee Calculation

Charges may be calculated per kilometer traveled on unpaved roads.

13.5.3 Fee Determination Factors

• Truck type

• Vehicle capability

• Terrain conditions

• Distance traveled

• Equipment wear risk

• Operational risk level

13.5.4 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.

13.6 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.

13.7 Taxes and Government Charges

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

otherwise stated.

14. PROHIBITIONS

This section sets out activities and conduct that are strictly prohibited when using the

TWINTURBO Platform. These prohibitions apply to Customers, Service Providers, Drivers,

Warehouse Operators, Shipping Lines, Airlines, and all users of the Platform.

Any violation may result in suspension of services, cancellation of bookings, termination of

accounts, reporting to competent authorities, and legal action where applicable.

TWINTURBO reserves the right to investigate suspected violations and take appropriate action at

its sole discretion in accordance with applicable laws of the Kingdom of Saudi Arabia.

14.1 Transporting Prohibited Goods

14.1.1 General Prohibition

Users shall not transport, store, handle, or attempt to transport any goods that are prohibited,

restricted, illegal, or non-compliant with applicable laws, regulations, or safety standards through

the TWINTURBO Platform.

14.1.2 Prohibited Goods Include (but are not limited to)

• Illegal substances, narcotics, or controlled drugs

• Weapons, ammunition, explosives, or hazardous materials without proper authorization

• Counterfeit goods or goods infringing intellectual property rights

• Stolen property

• Prohibited chemicals or dangerous substances without required permits

• Goods restricted under Saudi Arabian customs or trade regulations

• Goods prohibited under international shipping or aviation regulations

• Human remains or biological materials without required approvals

• Live animals unless expressly permitted and properly declared

• Currency, precious metals, or high-value items without declaration or approval

• Perishable or temperature-sensitive goods without proper handling arrangements

• Any goods that pose safety risks to persons, property, vehicles, or infrastructure

14.1.3 Declaration of Dangerous or Special Goods

Customers must accurately declare hazardous, fragile, temperature-controlled, or special handling

goods. Failure to disclose such information may result in service refusal, cancellation, additional

charges, or liability for damages.

14.1.4 Inspection Rights

TWINTURBO and Service Providers reserve the right to inspect or refuse any Load suspected of

violating applicable laws or safety standards.

14.1.5 Liability for Violations

The Customer shall bear full responsibility for any loss, damage, penalties, fines, or legal

consequences arising from transporting prohibited goods.

14.2 Transporting Persons

14.2.1 General Prohibition

The TWINTURBO Platform is intended solely for logistics services involving the transportation,

storage, or handling of goods. The transport of persons is strictly prohibited.

14.2.2 Prohibited Conduct

Users shall not:

• Use transport vehicles arranged through the Platform to carry passengers

• Allow unauthorized persons to travel in vehicles transporting goods

• Request Service Providers to transport individuals

• Use warehouse or logistics facilities for accommodation or human transport purposes

14.2.3 Service Provider Responsibility

Service Providers and Drivers shall not permit any person to travel in vehicles or use facilities in

violation of this provision unless required by law or operational necessity.

14.3 Unauthorized Platform Usage

14.3.1 Proper Use of Platform

The TWINTURBO Platform shall be used solely for lawful logistics service transactions and

related activities.

14.3.2 Prohibited Activities

Users shall not engage in:

• Providing false, misleading, or inaccurate information

• Fraudulent bookings or transactions

• Circumventing the Platform to deal directly with Service Providers without authorization

• Unauthorized access to accounts, systems, or data

• Interfering with Platform operations or security

• Uploading malicious software or harmful content

• Using the Platform for illegal or unlawful activities

• Violating intellectual property rights of TWINTURBO or third parties

• Impersonating another person or entity

• Misusing pricing or payment mechanisms

• Reselling or redistributing Platform services without authorization

14.3.3 Account Security

Users are responsible for maintaining the confidentiality of their account credentials and shall be

liable for all activities conducted through their account.

14.3.4 Platform Integrity

Any action that disrupts or negatively affects the operation, security, reputation, or performance

of the TWINTURBO Platform is strictly prohibited.

14.4 Enforcement and Remedies

Where a violation of this section is suspected or confirmed, TWINTURBO may:

• Suspend or terminate user accounts

• Cancel bookings without refund

• Refuse service

• Recover losses or damages

• Report violations to regulatory or law enforcement authorities

• Take legal action where necessary

14.5 Compliance with Laws

All users must comply with applicable laws and regulations of the Kingdom of Saudi Arabia,

including customs regulations, transport laws, safety regulations, and e-commerce rules.

15. DISPUTE RESOLUTION

This section governs the resolution of any dispute, claim, controversy, or disagreement arising out

of or relating to the use of the TWINTURBO Platform, services provided through the Platform, or

these Terms and Conditions.

This clause applies to Customers, Service Providers, and all users of the TWINTURBO Platform.

15.1 Amicable Settlement

15.1.1 Good Faith Negotiation

In the event of any dispute, claim, or disagreement arising from or relating to the TWINTURBO

Platform, the parties shall first attempt to resolve the matter amicably through good faith

negotiations.

15.1.2 Notification of Dispute

The party raising the dispute shall notify the other party in writing, providing reasonable details of

the nature of the dispute, supporting information, and the requested resolution.

15.1.3 Negotiation Period

Upon receipt of the dispute notification, the parties shall engage in discussions and negotiations

for a period of fifteen (15) calendar days in an attempt to resolve the dispute amicably.

15.1.4 Continuation of Services

Unless otherwise agreed, the parties shall continue to perform their respective obligations during

the negotiation period to the extent reasonably possible.

15.1.5 Failure of Amicable Settlement

If the dispute is not resolved within the fifteen (15) day negotiation period, either party may refer

the dispute to arbitration in accordance with Clause 16.2 below.

15.2 Arbitration

15.2.1 Reference to Arbitration

Any dispute that cannot be resolved through amicable settlement shall be finally resolved by

arbitration.

15.2.2 Arbitration Authority

The arbitration shall be conducted under the rules of the Saudi Center for Commercial Arbitration

(SCCA).

15.2.3 Seat and Venue

The seat and legal place of arbitration shall be Riyadh, Kingdom of Saudi Arabia.

15.2.4 Language

The arbitration proceedings shall be conducted in the Arabic language, unless otherwise agreed by

the parties.

15.2.5 Governing Law

These Terms and any dispute arising from them shall be governed by and interpreted in accordance

with the laws and regulations of the Kingdom of Saudi Arabia.

15.2.6 Binding Decision

The arbitral award shall be final and binding on all parties and may be enforced in any court of

competent jurisdiction.

15.2.7 Number of Arbitrators

Unless otherwise agreed, the arbitration shall be conducted by a single arbitrator appointed in

accordance with the SCCA Rules.

15.2.8 Costs of Arbitration

The costs of arbitration, including administrative fees and arbitrator fees, shall be allocated in

accordance with the arbitral award unless otherwise agreed by the parties.

15.3 Interim or Urgent Relief

Nothing in this section shall prevent TWINTURBO from seeking interim, injunctive, or

precautionary relief from competent courts in the Kingdom of Saudi Arabia where necessary to

protect its rights, property, or Platform operations.

15.4 Limitation on Claims

Any claim arising out of or relating to the use of the TWINTURBO Platform must be initiated

within the period prescribed by applicable law in the Kingdom of Saudi Arabia, failing which such

claim may be barred.

16. INVALIDITY OF PROVISIONS (SEVERABILITY)

16.1 Severability of Terms

If any provision, clause, or part of these Terms and Conditions is determined to be invalid, illegal,

unenforceable, or void by a competent court, arbitration tribunal, or regulatory authority in the

Kingdom of Saudi Arabia, such provision shall be deemed severed from these Terms and

Conditions to the extent of such invalidity without affecting the validity, legality, and

enforceability of the remaining provisions.

16.2 Continuation of Remaining Provisions

The remaining provisions of these Terms and Conditions shall continue in full force and effect and

shall remain binding on all parties.

16.3 Replacement of Invalid Provision

Where a provision is determined to be invalid or unenforceable, it shall, to the extent permitted by

applicable law, be replaced or interpreted in a manner that most closely reflects the original intent

and commercial purpose of the invalid provision.

17. TERMINATION

This section governs the suspension or termination of access to the TWINTURBO Platform and

services by TWINTURBO or the Customer. Termination of access shall not affect any rights,

obligations, liabilities, or accrued charges existing prior to termination.

17.1 Termination by TWINTURBO

17.1.1 Right to Terminate

TWINTURBO reserves the right, at its sole discretion, to suspend or terminate a user’s access to

the TWINTURBO Platform, account, or services at any time, with or without prior notice, where

permitted by applicable law.

17.1.2 Grounds for Termination

Termination may occur in circumstances including, but not limited to:

• Violation of these Terms and Conditions

• Misuse or unauthorized use of the Platform

• Submission of false or misleading information

• Fraudulent or unlawful activity

• Transport or storage of prohibited goods

• Non-payment of Fees or outstanding charges

• Breach of safety or regulatory requirements

• Conduct that may harm TWINTURBO, other users, or Service Providers

• Legal or regulatory requirements imposed by authorities

17.1.3 Suspension of Services

TWINTURBO may temporarily suspend services or restrict access while investigating suspected

violations.

17.2 Termination by Customer

17.2.1 Voluntary Termination

Customers may terminate their use of the TWINTURBO Platform at any time by:

• Deleting their account through the Platform, or

• Discontinuing use of the TWINTURBO application or website.

17.2.2 Outstanding Obligations

Termination by the Customer does not release the Customer from:

• Payment of outstanding Fees

• Completion of ongoing service obligations

• Liability for prior bookings or transactions

• Compliance with these Terms

17.2.3 Effect of Application Deletion

Deletion of the TWINTURBO application from a device does not automatically cancel ongoing

bookings, obligations, or payment responsibilities unless the account is formally closed.

17.3 Immediate Termination for Violations

TWINTURBO may immediately terminate or suspend access to the Platform without prior notice

where a user:

• Violates the Prohibitions section

• Engages in illegal or fraudulent activities

• Transports prohibited goods

• Compromises Platform security

• Breaches safety requirements

• Causes material risk to operations, personnel, or property

• Fails to comply with applicable laws of the Kingdom of Saudi Arabia

17.4 Effect of Termination

Upon termination:

• Access to the Platform may be disabled

• Ongoing bookings may be cancelled

• Outstanding payments become immediately due

• Data and account information may be retained as required by law

• TWINTURBO may take steps necessary to protect its rights and operations

17.5 Survival of Provisions

Provisions relating to Fees, Liability, Insurance, Dispute Resolution, and other obligations

intended by their nature to survive termination shall remain in full force and effect.