Terms & Conditions for the Users of Bongo Xpress

  • Article-1: Introductory
  • Article-2: Users Eligibility
  • Article-3: Registered Users
  • Article-4: Services
  • Article-5: Parcel Delivery Service
  • Article-6: Online Trucking Service
  • Article-7: Home/Office Moving Service
  • Article-8: Payment & Charges Terms
  • Article- 9: Promotional Offers
  • Article-10: Referral Program Policy
  • Article-11: Complaint Handling & Refund Policy
  • Article-12: Prohibited Goods
  • Article-13: Intellectual Property Ownership
  • Article-14: Third Party Interaction
  • Article-15: Limitation of Liability
  • Article-16: Confidentiality
  • Article-17: Personal Data Protection
  • Article-18: System/Internet Failure
  • Article-19: Disclaimer of Warranties
  • Article-20: Termination
  • Article-21: Miscellaneous

Welcome to the platform of Bongo Xpress.  

Bongo Xpress is an app-based logistics platform, owned and operated by Bongo Technology Ltd. which is a private limited company, incorporated under the provisions Bangladesh 1994 Company Act. having its Corporate Office at House 69 (FlatA3, 3rd Floor, North Side), Road 07, Sector 04, Uttara East, Dhaka- 1230, hereinafter referred as “Bongo Xpress/We/The Company” (which expression shall unless it be repugnant to the context or meaning thereof be deemed to mean and include its associates, heirs, executors, administrators, successors and permitted assigns).  


Application is available on iOS, Android operating systems as well as desktop/laptop computers, smartphones and tablets. This allows the Application Users (hereinafter referred to as “User/You”) to avail logistics services (parcel & courier, p2p, online truck rental, home/office moving services) (hereinafter referred to as “Services”) and accordingly we along with our Partner(s) shall be obliged to provide such services as per the request and requirement of the User. 

The vehicles for the transportation and delivery services shall be operated and conducted by a Pilot (hereinafter referred to as “Pilot”) who shall be monitored directly by us and our partners. The reservation or booking of a pickup-delivery task/ transportation (trucking/logistics) by the User via the Application shall be referred to as namely a “Task”/Trip”. 

The services to be provided to the User under these general terms and conditions is hereinafter referred to as “Service” and the Service will be provided by the way of the Application through which a business relationship will be created between the User and the Company.  

In this document, by “Merchant” we understand the e/f-commerce businesses and any other businesses who require parcel and courier services from us, by “Customer” we refer the customers or end user of the merchants. MERCHANT’S BUSINESS means any website, application, online store or other e-commerce business, regardless of kind, carried on by the Merchant for the sale of products to the benefit of Merchant’s customers. ONLINE ORDER means any order placed online by the Merchant’s customer via the Merchant’s business. 


Before using the portal (collectively the website and application), we request you to read the terms and conditions of the agreement below. By using the website and the app, you are implying that you agree with all the policies of Bongo Xpress. Once you register in the App or use the website, you will automatically enter a contract and acknowledge that you have read and accepted the agreement, which will apply to your use of the website and app of Bongo Xpress.  

The agreement between the user and Bongo Xpress is subject to change anytime without prior notice. We (The Company/Bongo Xpress) may modify or change the terms and conditions and the new agreement shall be in effect as soon as it is uploaded on the website. We recommend you to read the document every time before using the service of Bongo Xpress. If you do not agree to or fall within the terms of use of the service and wish to discontinue using the service, please do not continue using the App (as defined below) or the service.  

By users, Bongo Xpress implies any individuals or business entity/organization that legally operates in Bangladesh or any other countries. Our logistics solutions are available to those who are individuals or companies who can form legally binding contracts under the applicable law (i.e. user(s) must be at least 18 year of age to be eligible to use our services. 

For parcel and delivery services, the user must read the terms and conditions mentioned at https://www.bongoxpress.com/terms-conditions-for-the-partnersof-bongo-xpress/ to understand the requirements of Merchant Eligibility.   

To become a registered and verified user, there is a proper procedure defined by us to make it easier for you as log-in and log-out. An individual can become a registered user by downloading the App and inputting required information (Name, Contact number). We will establish the account for the user once we will verify the user with given information. After verification the user can be authorized to access his/her account with password (one’s own choice).  

By registering to Bongo Xpress App and providing your email/mobile number, you expressly agree to receive promotional content from Bongo Xpress by email or SMS from time to time.  

If you register on behalf of a business entity, you represent that business entity and 

  • You have the authority to bind the entity to terms and conditions of use and/or this agreement 
  • The address you choose when registering the principal place of business of such business entity 
  • All other information submitted to Bongo Xpress during the registration process is true, accurate, current and complete. For purposes of this provision, a brunch or representative office will not be considered as separate entity and its principal place of business will be deemed to be that of its head office.  

The company provides tech-enabled one-stop logistics solutions which includes parcel & courier, online trucking (transportation & cargo) and home/office moving services. 

The services comprise mobile application which enable users to arrange and schedule transportation, logistics and delivery of certain goods, including with partners and the company under agreement with the company (and Third-party providers). The services will be provided for an upfront price which is subject to acceptance by the respective user and the company (and third-party providers). 

The user can book or create parcel delivery task on Bongo Xpress application for him/herself and/or for his/her businesses. The following terms and conditions will be imposed for the parcel delivery service of the company. 

5.1 Task Creation 

The User can, via the Application, make Trips/Tasks of pickup and delivery, our pilots (Two-Wheeler Pilot) shall accept the task and complete the task accordingly. Our whole team including Pilot, Hub Manager, Support Team etc. are responsible to complete the task as per clients. 

  • You must read our terms & conditions before creating the task. Certainly, you will be notified if and when we change any clause of the terms & conditions. 
  • You must mention the correct amount of the product’s selling price in the pickup details. If the recorded amount is found incorrect or manipulative, we reserve the right to take appropriate action against you for such incident.  
  • Similarly, you must specify the correct amount of COD in the pickup details. If the recorded COD amount is found incorrect or manipulative, the authority of Bongo Xpress reserves the right to take appropriate action against you for such incident.  
  • You must mention the correct addresses of pickup and delivery location. If the parcel returns to the Merchant due to providing the incorrect address, the Merchant will be accountable for such incident and will pay the return rate accordingly to us. In this case, if you mistakenly insert the incorrect address, we can edit it based on your request.  
  • You must insert the pickup and delivery details during task creation. You will be responsible for any misinformation (if he/she inserts intentionally or unintentionally), and if for such reason the task is cancelled or the parcel is returned back, the Merchant will be responsible and will be obliged to pay the charge incurred accordingly.  
  • You might face the hassles about task creation due to lack of manpower and proper time for such work. We can help and create tasks on behalf of the you. In such terms, an Excel Sheet will be sent to you, in which you will input the details of pickups and deliveries as per our instructions (given in the Excel Sheet), and we will create the task accordingly. You will be able to track the progress of the tasks through the app. For the task creation service, the Merchant will pay us the fee as per the pricing mentioned in our value-added services. 
  • Note that no pickup and delivery service is provided without task creation. If the Merchant assigns any of our pilots for pickup/delivery task without creating a task on app/dashboard, and the parcel is lost in any way, Bongo Xpress will not be responsible for such incident. Rather, we reserve the right to take appropriate action if such allegations are proved against the Merchant. 
  • You must make ready the packages for the pilot before pickup. You will ensure the parcel is correctly packaged and address to a valid address, ensure the package complies with the Labelling and Packaging Criteria.  
  • Pilot (s) will be assigned and he/she will connect with you for pickup and also connect with the receiver to make sure the parcel is delivered successfully. 

It is your responsibility to ensure that the information provided by Bongo Xpress upon confirmation of the Order is consistent with the information that you would have previously entered for the desired delivery task. In case of any error in the information provided, Bongo Xpress shall not be held responsible. This acknowledgement of receipt is carried out directly within the Application: from the moment the Order is validated by the User, time, pick-up   and delivery location are published.  

5.2 Parcel Packaging & Pricing Criteria 

All Packages must be Correctly Packaged (including exterior and interior packaging materials) and have a Label attached in accordance with Our Labelling and Packaging Criteria and all Packages must comply with the rules and regulations of Mailing Operator and Courier Service Rules- 2013 declared by the Ministry of Posts, Telecommunications and Information Technology through which the Items may be carried which shall be the sole responsibility of the User. 

  • If Bongo Xpress considers that the Items are not Correctly Packaged for carriage, Bongo Xpress may either refuse to accept the Consignment, or suspend carriage at any time with no liability to you. 
  • If the product / parcel gets damaged due to incorrect packaging, Bongo Xpress will not be responsible to indemnify such damager or loss.   

Pricing chart are given below:  



Same City (BDT) 


Outside City (BDT) 

Up to 1 Kg 



1 to 2 Kg 



2 to 3 Kg 



3 to 4 Kg 



4 to 5 Kg 



5 to 6 Kg 



6 to 7 Kg 



7 to 8 Kg 



8 to 9 Kg 



9 to 10 Kg 



10 to 11 Kg 



11 to 12 Kg 



12 to 13 Kg 



13 to 14 Kg 



14 to 15 Kg 



15 to 16 Kg 



16 to 17 Kg 



17 to 18 Kg 



18 to 19 Kg 



19 to 20 Kg 





Same City 


Out Of City 








AC Window 1 Ton 



AC Window 1-2 Ton 



AC Window 2-5 Ton 



AC Split Type 1 Ton 



AC Split Type 1-2 Ton 



AC Split Type 2-5 Ton 






Washing Mac. Upto 10 Ltr. 



Washing Mac. Larger than 10 Ltr. 



LCD/LED/Smart/Android TV Uoto 32'' 



LCD/LED/Smart/Android TV Larger than 32'' 



Refrigerator Up to 100 Ltr. / 10 CFT 



Refrigerator Larger Than 100 Ltr. / 10 CFT 




  • Special rates shall be provided to the client as per mutual discussion between the company and the user (client).  
  • This price plan is exclusive of any VAT/TAX. 
  • We may change our charges or these terms from time to time, but if we do we will give you advance notice. 
  • The company offers normal services inside city which entails same day pickup and next day delivery. We have customized services also such as 1-hour delivery (BX supersonic), 3 to 5-hours delivery (BX Xpress Delivery), same-day pickup same-day delivery (BX Priority), same-day pickup next-day delivery (BX Regular).  
  • The rates depend on the type of services and required delivery time for the shipment.  
  • You will be abiding by all the rules, terms and conditions under Mailing Operator and Courier Service Rules- 2013 declared by the Ministry of Posts, Telecommunications and Information Technology.  

5.3 Inspection, Documentation & Delivery  

Inspection: Bongo Xpress reserves the right, but is not obliged to open and inspect, scan or X-ray any Parcel for the reasons of safety and security. In accordance with applicable regulations in Bangladesh jurisdiction, Bongo Xpress may be required to undertake X-ray screening of Parcels & Consignments and Bongo Xpress shall have no liability in respect of any Losses incurred in this respect. 

Documentation: You are solely responsible for the accuracy and completeness of the relevant documentation including the accuracy of Item descriptions and other Order- specific information such as selecting the correct and intended Bongo Xpress Service either online or on the physical Waybill. If the service of Bongo Xpress is not clearly selected on the Waybill (template), Bongo Xpress assume no responsibility for its inability to complete a delivery due to incorrect or missing documentation, whether or not it attempts to notify the Consignee (Sender) or Customer (Receiver). 

Delivery: Pilot will reach the receivers (your customers) to deliver the parcel. If the receiver refuses to accept the parcel, we will deem the Consignment to be an ‘Undeliverable/Unsuccessful Shipment’ and shall return the Consignment/Parcel to you and you will be charged for the reverse delivery.  Hence, we shall, where reasonably practicable, attempt to contact Customer. For the avoidance of doubt, it is receiver’s (your customer’s) sole responsibility to monitor the delivery of their Consignment and to Contact Us, or procure that Consignee Contacts Us, if a delivery attempt fails.  

In case of COD collection from the receiver (Your customer), once the delivery task is successful, the payment will be automatically disbursed to your account through our Payout system. 

  • 6.1 Order/Booking Process

    The User, via the Application, book trucks with Third-party Providers (Partners) merely acts as an intermediary and connects the User with Partners.

    • You (the user) select “Rent a Truck” in the application. You shall state the characteristics of the desired vehicle: type of truck, weight, types of goods to be transported, pickup address and date/time. You shall also provide the correct information of the destination point, who shall be responsible to receive the goods.
    • Considering all of your information is correct, our system will provide you with an instant quote. If you proceed after accepting the fare, the Order/Booking is then validated in the Application and an acknowledgement of receipt confirming the Order is received electronically and punctually.
    • A truck with the pilot will be assigned for your task automatically and he will continue the rest.

     It is the responsibility of the User to ensure that the information provided by Bongo Xpress upon confirmation of the Order is consistent with the information that the User would have previously entered for the desired Transportation. In case of any error in the information provided, Bongo Xpress shall not be held responsible.

    6.2 Waiting Time and No Pick-up

    You or your designated personnel should be at the pick-up location, at the time of the pick-up of goods after an Order has been made. The pilot will not wait after a reasonable time if the you are not at the pick-up location at the agreed time. Exceptionally, some Partners have established maximum waiting times for the User at the pick-up location. Beyond this waiting period, the Partner registers the "non-pick up" and cancel the Order.

    6.3 Cancellation and Modification of the Order

    The user can cancel the service mentioning any valid and justifiable reason. There is no charge for it Irrational frequent cancellation may cause the User account to be put on refusing any service until further clarification is received provided that Bongo Xpress be satisfied with the reason provided by the user. The User account shall be reinstated and in this regard Bongo Xpress’s decision is final.

    6.4 Loading and Unloading

    If collection or delivery of a consignment takes place at your premises, Bongo Xpress shall not be under any obligation to provide any equipment or labour which, apart from the Pilot collecting the Consignment, may be required for loading or unloading of a consignment. Any consignment (or part of a consignment) requiring any special equipment for loading and unloading shall be accepted by Bongo Xpress for transportation only on the understanding and condition that such special equipment will be made available at the Pickup Point and the Delivery Point as per the User’s requirement. For having such equipment and labour available The User shall be charged based on certain terms by Bongo Xpress. In such circumstances, if the Pilot agrees to load or unload the consignment (or part of the consignment) Bongo Xpress shall be under no liability or obligation of any kind to you for any damage caused (however it may be caused) during the loading or unloading of the consignment.

    6.5 Pickup and Deliveries

    The Pilot will pick-up the goods/consignment from the pick-up location which was mentioned by you during booking the trip. Accordingly, The Pilot shall make one attempt to deliver the goods within the estimated hours to the destination (delivery location) which was mentioned by the User. It is stated that you understand the estimated hours can vary based on unforeseen situation on which any parties have no control over.

    You shall ensure that you will not indulge in any of the following activities while availing the service:

    • Soiling or damaging the body and/or any other interiors of the truck.
    • Misusing, soiling or damaging any of the devices (technical/non-technical) in the truck.
    • Asking the pilot to break any Traffic/RTO/City Police and/or government rules for any purpose. The pilot has the right to refuse such a request by you. The pilot also has the right to refuse such a pick-up.
    • Pressurizing the pilot to overload truck with the consignment than the allowed limit.

     Estimate Fare: Estimated fare vary Vehicle Type, Size, and Model wise Base fare, Distance, Number of Labour, Waiting Charge

  • 7.1 Order/Booking Process

    Step 1: Create Order/Booking

    You shall select the “Home/Office Moving” service on App and state the details of home/office which is supposed to be shifted and also insert vehicle type, number of labour (if you need), number of rooms of your home/office, upload the image of each room and belongings, and also you can select the electrician if you require for installing/uninstalling anything. You shall insert the destination details for moving. Get the estimated fare quote, confirm your booking and a professional packer & mover will be assigned for you instantly.

    Step 2: Inspection Visit

    Packers & movers shall be assigned for your task within seconds. Then the packers and movers will contact you immediately to know more about your requirements. Within 4 hours of booking, the service provider (packer & mover) will make an inspection visit to actualize and reconfirm your requirements. Accordingly, they will revise the fare which must be transparent to everyone.

    Step 3: Actualization of the Fare

     After inspection visit the vendor/service provider (packer & mover) will revise the requirements and draft an actual fare quote. Our authorized representative (Executive-Shifting), will verify the new draft and finalize the pricing. In such stage, the fare might increase or decrease or even remain the same which will be determined as the final pricing for the task. The final requirements will be updated in the order details from our Partner App.

    Step 4: Scheduling for Packing

    The service provider (packer & mover) will be available on scheduled date for packaging the materials, household/office goods and furniture. One of our executive will monitor the packaging activities. We prefer you to pay 10-20% of the total fare in this stage and the rest you can pay after completing the task.


    Step 5: Availing Transports for Moving

    On the day of moving transports will be available at your premises, the labour will load the trucks and will move to the destination point. All the way our support team will monitor the process and you can also track on the application. Remember for home/office relocation service you can make advance booking at least 12 hours before the pickup time. 

    7.2 Cancellation and Refund

    You can cancel the booking any time before inspection visit, you will not be charged for that. Even after inspection visit and finalizing the schedule you can cancel the booking which will be based on mutual discussion between you and the service provider. We prefer you not to cancel after having packaging done while you have already paid 10-20% of the total fare to the service provider. In such situation if you want to cancel the task, we do not have refund facility for you.

    7.3 Pricing Factors for Shifting

    Have a look at our pricing details; hence, prices may vary depending on your apartment size, distance of shifting, quantity of goods to be transported and the distance of locality you are shifting. Road tax, troll, parking etc. are not included in the fare.

    Vehicle Types                     

    Weight Capacity                  


    Number of Rooms

    1.  Pickup van

    2.  Open Truck/Wagon

    3. Covered Van

    Prices starts from BDT 2000


    *Vehicle types will be selected based on the nature of your furniture/materials

    >> 1-3 Ton


    >> 5-7 Ton


    >> 10-15 Ton


    *Depending on quantity of the materials, the packing charge will be determined


    - Charge per Labour BDT 500

    - Charge per Electrician BDT 500

    * You can select as many labours/electricians as you need

    * Actual number of labours/electricians will be determined after inspection visit


    >> Up to 2 items BDT 1800


    >> 1RK (1Room &


    1Kitchen) BDT 3000


    >> 1 BHK (1 Bedroom, 1 Hall, 1 Kitchen) BDT 4800


    >> 2 BHK (2Bedroom, 1 Hall, 1 Kitchen) BDT 7800


    >> 3 BHK (3 Bedroom, 1 Hall, 1 Kitchen) BDT 11000

    * For office/commercial shifting price will be determined after inspection visit


    7.4 General Instructions for Shifting

    1. You must record proper value in the inventory sheet. The inventory sheet will be treated as a final document in claim settlement, if any. The value in PACKING LIST can only be considered as final while settling any case.
    2. In the event of claim coming up for any reason, the payment of compensation will be restricted to the amount equivalent to the value declared by the consignor in the Packing list.
    3. Consignor must check the declared value of each and every item in packing list at the time of documentation
    4. No one will be liable to entertain claim of compensation in respect of any item which is not specifically mentioned in the Packing List and its value has been declared at the time of packing of the materials.
    5. A claim for compensation for damages of material of any nature would be considered either for repair or reimbursement towards compensation only after receipt of shifting charges in full and receipt of written complaint separately soon after unloading but in any case not later than 3 days of unloading.
    6. If the consignor/consignee merely puts his/her signature on “Goods Receiving” Copy showing acknowledgement of goods without giving any remark about the status of the materials, it would be deemed that the transported materials were delivered in o.k./good condition.
    7. The carrier will look into the claim of the consignor/consignee in respect of only those items about which there would be specific damaged remark mentioned in the Proof of Delivery (POD).
    8. No complaint made subsequently or at a later stage will be considered about any additional item having being found damaged or any other type of defect found to have developed or noticed subsequently either after issue of o.k. receipt or after giving remarks about certain material received in damaged condition.
    9. The consignor should indicate the value of his/her all old and used items, in detail at the time of packing in the Packing List after due application of his/her mind and the cost/value so declared should be reasonable as far as possible since the declared value alone would be taken into account at the time of deciding the claim for compensation.
    10. Any claim should be intimated and lodged within 72 hours of delivery of the goods. In case of CAR / Bike, claim should be intimated and lodged within 12 hours.
    11. No claim shall be considered if goods already mentioned damaged in inventory sheet
    12. No claim for compensation will be considered for mental agony, mental tension or harassment due to unintentional damage of the material at the destination.
    13. The service provider will not be liable in any manner whatsoever for the damages or for any defects noticed in any item, if the consignor/consignee has arranged the unloading and unpacking of the transported material at his/her own.
    14. No claim shall be considered which caused by oil spill as we have already instructed consignor not to carry such things before packing.
    15. We do not accept to move perishable goods, jewelry, arms and ammunitions, hazardous material like crackers, explosives, chemicals, filled gas cylinder battery acids and inflammable oils; such as diesel, petrol, kerosene, gasoline, narcotics and counter branch items.
    16. All batteries must be drained of their acids by customer and should be empty before loading.
    17. No compensation shall be considered in case of LIFT / SOCIETY or STAIR WALLS spoiled during delivery process.
    18. Although due care would be taken to get the damages rectified/repaired expeditiously yet due to certain unforeseen circumstances, if there is delay in getting the damage repaired, no compensation will be paid for such delay or time gap between the period of damage and its repair.
    19. Although due precaution will be taken to ensure quick transportation and timely delivery of the materials at the destination but due to certain unforeseen circumstances or due to certain natural calamities or due to certain sudden road hazardous taking place in transit causing delay in delivery of the material, in such circumstances, no claim for any compensation will be considered.
    20. You, hereby expressly declares that the above particulars furnished by yourself or your representative are correct. No prohibited articles/goods are included and he/she is aware of Terms & Conditions of the service provider.

You understand that use of the Services will result in charges to you for the services you receive from a Third-party Provider (vehicle owners/Packers & Movers). After you have received services obtained through your use of the Service, Bongo Xpress will facilitate your payment of the applicable Charges on behalf of the Third-party Provider as such Third-party Provider’s limited payment collection agent. Payment of the Charges in such manner shall be considered the same as payment made directly by you to the Third-party Provider.

Bongo Xpress shall issue invoice(s) for executed transportation services, which have been arranged through the Application pursuant to this Agreement. Upon receipt of relevant invoice(s). All different types of users are responsible for paying all charges/fees associated with the use of the web and shall be liable to pay any and all applicable taxes, charges etc. which may be levied. Charges paid by you are final and non- refundable, unless otherwise determined by Bongo Xpress. In case of any non-payment, the company reserves the right to issue a warning or temporarily/ indefinitely suspend or terminate your usage with the website/application and disallow access to the application.

The Company reserves the right to introduce new services or modify/upgrade the existing services provided on the Portal (collectively website and application). Additionally, the Company at its sole discretion may introduce new charges for the new or modified/upgraded services provided. Changes to the User Agreement or any of the rules and policies of the Company shall be posted on the Portal and such changes shall automatically become effective immediately after they are posted on the Portal.

8.1 Payment Method

Bongo Xpress accepts payments online using Visa and MasterCard credit/debit card in BDT currency and also accepts cash payment directly to the Bongo Xpress Third-party Provider. In case of online payment method, the user clearly agrees and acknowledge that the company shall not held responsible in event of any delays, errors and frauds in processing of payment by entities outside the control of the company. All Charges are due immediately and payment will be facilitated by Bongo Xpress using the preferred payment method designated in your Account and during confirmation of the service, after which Bongo Xpress will send you a receipt by email.



8.2 Tips/Gratuity to the Third-party Provider (Partners/Pilots)

This payment structure is intended to fully compensate the Third-party Provider for the services or goods provided. Bongo Xpress does not designate any portion of your payment as a tip or gratuity to the Third-party Provider. Any representation by Bongo Xpress (on Bongo Xpress’s portal, or in Bongo Xpress’s marketing materials) to the effect that tipping is “voluntary,” “not required,” and/or “included” in the payments you make for services provided is not intended to suggest that Bongo Xpress provides any additional amounts, beyond those described above, to the Third-party Provider. You understand and agree that, while you are free to provide additional payment as a gratuity to any Third-party Provider who provides you with services obtained through the Service, you are under no obligation to do so.

Payment terms, Shipment terms and conditions, Goods Receipt terms and conditions, Privacy Policy for the users of Bongo Xpress are defined against each shipment or trip. However, we reserve the right to amend this payment policy and charges for the services rendered. In case if we amend our policy and charge for the service rendered, the users will be intimated of the same, and it will be up to you (user) to decide whether or not you will continue with the services offered by us. Such changes are effective as soon as they are posted on the website.

8.3 Virtual Wallet

Virtual wallet is an easy way of paying online for all your trips. Every customer of Bongo Xpress is by default eligible for Virtual Wallet. Just sign up with Bongo Xpress and start using your Virtual Wallet. There is no validity period / expiry associated with the balance available in your wallet. You can use it at any point of time. However, the amount which is credited as part of promotional campaigns will carry certain validity period as mentioned in the campaign. The following terms and conditions shall be followed by the users in case of Virtual Wallet.

  •  Virtual wallet saves you from the hassles of handling cash. You can load value in your wallet account as a prepaid balance which can be used only for Bongo Xpress services.
  • Balance in Virtual Wallet does not bear interest. Offer of cash-back may be changed/withdrawn by the Management without prior notice.
  • Available balance in Virtual Wallet will be forfeited if no orders have been placed for one year from the date of last order.
  • Amount credited in wallet by Bongo Xpress in connection with any promotional/marketing campaign is non-refundable and may expire as per applicable terms.
  • The company has the sole discretion for rewarding the Virtual Wallet user with promotional offers, points, monitoring and/or temporarily suspending the Virtual Wallet.
  • Management reserves the rights to amend, modify or withdraw these terms at any time without prior notice.
  • Available balance in Virtual Wallet will not be refunded either in cash or bank account and can only be used for Bongo Xpress services.
  • We strictly follow Bangladesh bank Instruction Mobile Banking & MFS Guidelines.

8.4 Repair or Cleaning Fees

You shall be responsible for the cost of repair for any damage to or necessary cleaning of the third-party service provider’s vehicle as a result of your misuse of the Service or in breach of the Terms of Use herein. The Company reserves the right to facilitate payment for reasonable cost of such repair or cleaning on behalf of the third-party service provider via your designated payment method or demand from you in cash, in the event a request for repair or cleaning request by the third-party service provider has been verified by the Company.

Bongo Xpress may, in its sole discretion, create promotional codes/coupon that may be redeemed for Virtual Wallet, or other features or benefits related to the Services and/or a Third-party Provider’s services, subject to any additional terms that Bongo Xpress establishes on a per promotional code basis (“Promo Codes”). You agree that Promo Codes: (i) must be used for the intended audience and purpose, and in a lawful manner; (ii) may not be duplicated, sold or transferred in any manner, or made available to the general public (whether posted to a public form or otherwise), unless expressly permitted by Bongo Xpress; (iii) may be disabled by Bongo Xpress at any time for any reason without liability to Bongo Xpress; (iv) may only be used pursuant to the specific terms that Bongo Xpress establishes for such Promo Code; (v) are not valid for cash; and (vi) may expire prior to your use. Bongo Xpress reserves the right to withhold or deduct credits or other features or benefits obtained through the use of Promo Codes by you or any other user in the event that Bongo Xpress determines or believes that the use or redemption of the Promo Code was in error, fraudulent, illegal, or in violation of the applicable Promo Code terms or these Terms.

    1. Referrer will be benefited only after the order of new user (receiver) is served.
    2. Both Parties will get 100 BDT discount for successful reference.
    3. The reference amount 100 BDT will be divided into two parts. One reference code will be generated, quantity will be 2 and the amount will be 100 BDT for each quantity.
    4. Validity for each reference code for referrer is 1 month and new user for 3 months.
    5. Referrer will get reference code only when new user places an order worth 200 BDT or more. If new user uses his first reference code and order amount is less than 200 BDT, then referrer will get no benefits from this.
    6. Referrer’s location can’t be same of User’s location.
    7. Referrer and user can’t order same service at same location at same time period

    The referral program and its policy will be changed under the sole discretion of Bongo Xpress and the policy will be updated in the Bongo Xpress’s portal. The user should check and get notified about the policy.

  1. You agree and acknowledge that you believe in our success story and take our services with confidence. You agree and acknowledge before selecting services and making payment, you have evaluated our services completely as per your requirements. Also, you agree and acknowledge that there is a lot of work involved to achieve every milestone while offering services to you and therefore it shall be very difficult for us to provide any refund.

    Further, you agree and acknowledge to notify us immediately for cancellation of a booking request. You shall register the valid reason for cancelling the trip within pre-determined waiting time before any Pilot is assigned for the trip. In case your cancellation request is accepted then there shall not be any cancellation fee. However, if a truck or any other transport vehicle is engaged to carry out transportation of the materials has already been dispatched then your booking request shall not be canceled and there shall not be any refund from our side. If the vehicle has reached client location and there is delay in loading/pickup an amount of money will be considered as waiting fee which will be determined by the Partner depending on vehicle type, if the vehicle is not loaded and returned empty customer had to pay Pilot fuel charges along with cancellation free. For any queries related to refund the amount of canceled booking, please contact us at 09613-600700 or email us at support@bongoxpress.com

    Further, considering the same reasons, you agree and acknowledge that you shall not raise any dispute with payment repository/payment service providers for refunding the payment. In case if you raise any such disputes then you agree, acknowledge and allow us to instruct payment repository/payment service providers to credit payment in our account as per this clause.

    For any complaint/issue the User will report the issue on that specific Order from Order/Booking History on the Application within 2 working days of the Trip request made. The User shall also inform about the issue to our customer care directly. Within 7 working days of refund claim, Bongo Xpress will investigate the issue and will get you back with proper solution.

    The Company shall not be liable for any conduct of the Pilots and Partners. However, the Company encourages you to notify it of any complaints that you may have against the Pilot that you may have hired using the Company's Services.

  1. We do not carry, nor perform other services regarding, goods which are in our sole opinion Dangerous Goods (herein defined in section 2 of the Dangerous Cargoes Act, 1953, Bangladesh Customs, National Board of Revenue) including, but not limited to, those specified in the regulations, guidelines, technical instructions, codes applicable to us and our business or to the transport of, or the performance of other services regarding, Dangerous Goods.

    We may at our discretion accept some Dangerous Goods for carriage, or for the performance of other services, in some locations if you have been accorded the status of an approved customer and this must be given by us in writing before your consignment can be accepted. Your Dangerous Goods will only be accepted if they comply with the applicable regulations and our requirements. Details of our requirements together with the procedure for applying for approved customer status are available from our nearest office and a dangerous goods surcharge will be invoiced to you upon acceptance of your consignment.

    We do not accept consignments that contain Prohibited Items. "Prohibited Items" means any goods or materials, the Carriage of which is prohibited by Applicable Law. Such Prohibited Items can be the following, but not limited to these-

    • Explosives
      • Articles and substances having a mass explosion hazard.
      • Articles and substances having a projection hazard.
      • Articles and substances having a fire hazard and/or a minor blast hazard.
    • Gases
      • Flammable Gas.
      • Non-flammable, non-toxic gas.
      • Toxic gas.
    • Flammable Liquids.
    • Flammable Solids.
      • Flammable Solids.
      • Substances liable to spontaneous combustion.
      • Substances which, in contact with water, emit flammable gases.
    • Oxidizing Substances and Organic Peroxide.
    • Toxic and Infectious Substances.
    • Radioactive Material.
    • Corrosives
    • Drugs and Narcotics (Illegal).
    • Firearms, parts thereof and ammunition.
    • Precious & Semi-Precious Items.

    We accept consignments only upon your declaration of the type and value of the consignment (“said to contain” basis). We have no responsibility whatsoever as to the correctness of description, type or value thereof and you agree to indemnify us and hold us harmless from any claims that may be brought against us arising out of or relating to such declaration provided by you and any costs we will incur relating thereto.

  1. Bongo Xpress is the sole owner or lawful licensee of all the rights to all the intellectual properties such as Company name, Logo, business model, merchant’s logo and name and other contents available on the internet and printing materials. These intellectual properties are trademarks and copyrights under The Patents, Designs and Trademarks Act of 1883. The properties of third party (merchant, client etc.) associated with us are trademarks of the Company or third parties, and no right or license is granted to use them. The unauthorized copying, modification or use any of these marks is strictly prohibited.

    Bongo Xpress reserves the right to terminate the agreement with you upon any infringement of the rights of others in conjunction with use of the Bongo Xpress service, or if Bongo Xpress believes that your conduct is harmful to the interests of Bongo Xpress, its affiliates, or other stakeholders, or for any other reason in Bongo Xpress's sole discretion, with or without cause.

  1. During use of the Service, you may enter into correspondence with services from, or participate in promotions of third party providers, advertisers or sponsors showing their goods and/or services through the Service, the Software and/or the Application. Any such activity, and any terms, conditions, warranties or representations associated with such activity, is solely between you and the applicable third-party. The Company and its licensors shall have no liability, obligation or responsibility for any such correspondence, purchase, transaction or promotion between you and any such third-party. The Group does not endorse any applications or sites on the Internet that are linked through the Service, the Application and/or the Software, and in no event, shall the Company, its licensors or the Group be responsible for any content, products, services or other materials on or available from such sites or third party providers. The Company provides the Service to you pursuant to the Terms of Use. You recognize, however, that certain third party providers of transportation, goods and/or services may require your agreement to additional or different Terms of Use prior to your use of or access to such goods or services, and the Company is not a party to and disclaims any and all responsibility and/or liability arising from such agreements between you and the third party providers.








    The Company may rely on third party advertising and marketing supplied through the Service and other mechanisms to subsidize the Service and/or to earn additional revenue. By agreeing to the Terms of Use you agree to receive such advertising and marketing. If you do not want to receive such advertising, you should notify us in writing or in accordance with the procedure determined by the Company. The Company reserves the right to charge you a higher fee for or deny you use of the Service should you choose not to receive these advertising services. This higher fee, if applicable, will be posted on the Company’s website located at www.bongoxpress.com . You agree and allow the Company to compile and release information regarding you and your use of the Service on an anonymous basis as part of a customer profile or similar report or analysis. You agree that it is your responsibility to take all precautions in all actions and interactions with any third party transportation provider, other third party providers, advertisers and/or sponsors you interact with through the Service and/or advertising or marketing material supplied through the Service.

  1. Any claim against the Company (Bongo Xpress) by you in any way connected with the service, Application and/or the software shall be limited to certain clause of particular event analyzed by the company. The Company shall not be liable for any conduct of the Pilots or the dispute between third-party and you. You expressly waive and release the company from any and all liability, claims, causes of action, or damages arising from your use of the service, the software and/or the application, or in any way related to the third parties including third-party transportation providers, advertisers and/or sponsors introduced to you by the service, the software and/or the application.

    The quality of the third-party transportation services scheduled through the use of the service is entirely the responsibility of the third-party transportation provider who ultimately provides such logistics services to you.

    By accepting the terms, you understand that by using the service you may be exposed to logistics solutions that is potentially dangerous, offensive, harmful to minors, unsafe or otherwise objectionable, and that you use the service at your own risk.

  1. You shall not disclose any information relating to the Company, its services, products, business affairs, marketing and promotion plans or other operations and its associated companies which are disclosed to you by or on behalf of the Company received under the contract of service with the Company to any third-party. Access to any information which pertains to business of Bongo Xpress shall be kept confidential to the extent it might adversely impact Bongo Xpress’s business. You shall be liable to indemnify Bongo Xpress against any loss of business or reputation due to the act of yours.


  1. “Personal Data” means information about you, from which you are identifiable, including your name, identification card number, birth certificate number, passport number, nationality, address, telephone number, credit or debit card details, race, gender, date of birth, email address, any information about you which you have provided to the Company in registration forms, application forms or any other similar forms and/or any information about you. These data may be collected, stored, used and processed by the Company from time to time. By submitting your information to the Company, you consent to the use of that information as set out in the form of submission and in the Terms of Use.

    However, if you do not provide the Company your Personal Data, your request for the Application may be incomplete and the Company will not be able to process your Personal Data for the legal purposes and may cause the Company to be unable to allow you to use the Service.

    Hereby, the Company will not disclose your information to any third-party and access to any information which pertains to business of Bongo Xpress shall be kept confidential to the extent it might adversely impact Bongo Xpress’s business. We along with our partner will also be abide by the rules of Digital Security Act-2018 and Information Technology and Communication Act-2006 to protect personal data and security vise-versa.

  1. The service, the application and/or the software may be subject to limitations, delays, and other problems inherent in the use of the internet and electronic communications including the device used by you or the third-party transportation provider being faulty, not connected, out of range, switched off or not functioning. The company is not responsible for any delays, delivery failures, damages or losses resulting from such problems.

    Bongo Xpress shall take all the responsibilities and reasonable efforts in occurrence of system failure. The company may also suspend the operation for support or technical upgradation, maintenance work, in order to upgrade the content of any other reason.

  1. The company (Bongo Xpress) makes no representation, warranty, or guarantee as to the reliability, safety, timeliness, quality, suitability or availability of any services, including but not limited to the third-party transportation services obtained by or from third parties through the use of the service, the application and/or the software. Bongo Xpress does not represent and warrant that the functions contained in this website/application will be error-free or uninterrupted, that defects will be corrected, or that the website/application available are free from any harmful components including viruses. You acknowledge and agree that the entire risk arising out of your use of the service, and any third-party services, including but not limited to the third-party transportation services remains solely and absolutely with you and you shall have no recourse whatsoever to the company.

  1. The company (Bongo Xpress) reserves the universal right to deny access to particular users to any/all of its service without any prior notice or explanation in order to protect the interest of website/Application or other users. We have the right to temporarily or permanently terminate access of any user for any of the following reasons:

    • If it concludes that users have provided any false information in connection with the registration or are engaged in fraudulent or illegal activities.
    • 21.1 Governing Law & Jurisdiction

      These terms and conditions of Service shall be governed by and construed in accordance with the laws of the Bangladesh, without regard to the principles of conflict of laws. The governing court shall have exclusive jurisdiction over any disputes, differences or claims arising out of or in connection with these Terms of Service or any Services provided by us pursuant to these Terms of Service.

      • Bongo Xpress follows all the rules under Value Added Tax 1991 and Value Added Tax and Supplementary Duty Act, 2012 for VAT and Taxation and also the rules of NRO no.213 Income Tax 2019.
      • Our policy and the terms of our partners must comply with the following rules: Baggage Rules 2016, Transfer of Residence Rules Correction, and Bonded Ware House Licensing Rules under Custom Rules and also abide by Custom Act-2014.
      • Our franchisee holds the license for operating the business of Mailing Operators or Courier Service granted by the Government of Bangladesh and will be abiding by all the rules, terms and conditions under Mailing Operator and Courier Service Rules- 2013 declared by the Ministry of Posts, Telecommunications and Information Technology.

      21.2 Force Majeure

      We and our affiliates will not be liable for any delay or failure to perform any obligation under these Terms and Conditions where the delay or failure results from any cause beyond our reasonable control, including acts of God, labor disputes or other industrial disturbances, electrical or power outages, utilities or other telecommunications failures, earthquake, storms or other elements of nature, blockages, embargoes, riots, acts or orders of government, acts of terrorism, or war.

      21.3 Language

      All communications and notices made or given pursuant to this Terms and Conditions must be in the English language. If we provide a translation of the English language version of this Terms and Conditions, the English language version of the Terms and Conditions will control if there is any conflict.

      21.4 Severability

      If any portion of these Terms and Conditions are held to be invalid or unenforceable, the remaining portions of the Terms and Conditions will remain in full force and effect. Any invalid or unenforceable portions will be interpreted to effect and intent of the original portion. If such construction is not possible, the invalid or unenforceable portion will be severed from these Terms and Conditions but the rest of the Terms and Conditions will remain in full force and effect.

      21.5 Feedback

      We welcome your input regarding our Policy and any comments on the Services we provide to you. You may send us your comments and responses by post to support@bongoxpress.com

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