When ordering Ninja’s services, you as the Sender, are agreeing on your behalf and on behalf of the Recipient and anyone else with an interest in the Parcel (each a “Party”, and collectively the “Parties”) that these Terms and Conditions shall apply to the Parcel.

1. DEFINITIONS

i. “Delivery Service” means the delivery or logistics services provided by Ninja to the Sender to deliver the Parcel.

ii. “Delivery Working Hours” means 9am to 10pm Local Time.

iii. “Driver” means the person appointed by Ninja to pick up and/or drop off the Parcel.

iv. “ePOD” means electronic proof of delivery.

v. “Local Time” means the local time in the country where the Delivery Service is provided.

vi. “Ninja” means the member of the Ninja Logistics network of companies that is providing the Delivery Service to you.

vii. “Ninja Account” means the account used by the Sender on the Ninja Chat platform to create and manage delivery orders.

viii. “Ninja Sender Dashboard” means the shipper interfacing portal to create and manage delivery orders in connection with the Delivery Service.

ix. “Ninja Software” means the software utilised by Ninja for the purpose of the Delivery Service, including: (i) the Ninja Sender Dashboard; (ii) the PUDO software, which manages and populates the pick-up locations and drop-off locations in connection with the PUDO Service; and (iii) the tracking software, which monitors the locations of the Drivers.

x. “Parcel” means all documents or parcels that you, as the Sender, wishes to deliver to the Recipient.

xi. “PUDO Service” means the “Pick Up Drop Off” model of Delivery Service, involving the Drivers collecting the Parcels at Ninja-designated pick-up locations and delivering them to the Ninja-designated drop-off locations for collection by the Recipients.

xii. “Recipient” means the recipient of the Parcel.

xiii. “Sender” means you, the person using this Delivery Service.

xiv. “Working Day” means a day (other than a Sunday or gazetted public holiday) in the country in which the Delivery Service takes place.

xv. “Affiliate” means with respect to an entity, any person directly or indirectly controlled by, controlling or under common control with that entity, where “control”means the right to exercise, directly or indirectly, more than fifty per cent (50%) of the voting rights attributable to the management of that person and/or the possession, directly, or indirectly, of the power to direct or cause the direction of the management or policies of such person. Ninja Affiliates includes its associated entities in South-East Asia and China (as appropriate).

2. THE DELIVERY SERVICE

i. Unless otherwise agreed in writing between the Parties, the Delivery Service) is provided to you in your personal capacity, and you shall not: (i) transfer or authorise the use of your Ninja Account to any other person; (ii) disclose any data or information in your Ninja Account to any other person; or (iii) resell the Delivery Service to any other person.

ii. Ninja reserves the right to engage third parties to perform any part of the Delivery Service on its behalf.

iii. The Sender shall use the Delivery Service only for the purpose of placing the delivery orders in a legitimate and lawful manner.

iv. Ninja does not at any time hold title in or ownership of the Parcel.

3. PRICING

i. The Sender shall pay Ninja for the Delivery Service according to the relevant fees or charges set out in the delivery order confirmation page on the Ninja Flexi platform (https://www.delivery.ninjavan.co/c2c). For the avoidance of doubt, there may be other fees applicable, which may be collected from the Sender, separate from and in addition to the Fee, such as the repackaging fee.

ii. Ninja retains the right to revise such fees or charges at any time for any reason whatsoever (including government obligations, higher costs, or internal commercial targets) without prior written notice. Ninja is under no obligation to provide any reason for such revision.

iii. Ninja retains the right to charge additional fees (not limited to those referred to in Clause 3(i) above), including if the Sender provides wrong or incomplete order information (including delivery address or identity of Recipient), and/or if Sender’s parcel does not adhere to weight and dimension limits and guidelines.

4. PAYMENT

i. Payment is made upon each transaction, via Debit/Credit cards (through Stripe Payments and 2C2P, subject to the respective End User Terms of Service as stated https://stripe.com/en-gb-sg/legal/end-users and https://www.2c2p.com/qwik/terms_and_conditions.html), Apple Pay and Google Pay.

ii. All orders placed are non-refundable.

iii. Ninja reserves the right to offer additional payment methods and/or remove existing payment methods at any time in its sole discretion. If Sender chooses to pay using an online payment method, the payment shall be processed by our third party payment service provider(s). With Sender’s consent, your credit card / payment information will be stored with our third party payment service provider(s) for future orders. Ninja does not store your credit card or payment information. Ninja makes use of the services of Stripe and 2C2P for the handling and processing of payments transactions for your purchase on the platform and for customer support issues related to these payments such as dispute management, refunds cancellations and returns, and if applicable, local consumer law matters.

5. DELIVERY PROCESS

Types of Delivery Services

i. Drop off: Calculation of delivery timeframe start after Parcel has been received at a PUDO point

ii. Pick Up: Collection of the Parcel on the next available Working Day, calculation of delivery timeframe start after Parcel has been picked up

Delivery Timeframes

Delivery timeframes are as follows:

i. Singapore: Within 3 working days

ii. West Malaysia: 3-6 Working Days

iii. East Malaysia: 4-9 Working Days

iv. Manila, the Philippines: 3-6 Working Days

v. Rest of the Philippines: 7-11 Working Days

vi. Australia: 6-12 Working Days

vii. Hong Kong: 5-8 Working Days

viii. New Zealand: 8-15 Working Days

ix. United Kingdom: 5-8 Working Days

x. United States of America: 10-14 Working Days

Commencement and Completion of Delivery Service

i. Other than the PUDO Service, all other Delivery Services are considered to have:

1. commenced when the Driver collects the Parcel from the Sender and the Sender’s signed acknowledgment has been recorded; and

2. completed at the earlier of the following scenarios: (A) when the Parcel has been delivered to the Recipient; (B) when the Parcel has been returned to the Sender after three failed attempts at delivery to the Recipient; or (C) when the Parcel (or any part thereof) has been lost or damaged.

ii. The PUDO Service is considered to have:

1. commenced when the Driver collects the Parcel from the designated pick-up location; and

2. completed at the earliest of the following: (A) when the Parcel has been delivered to the designated drop-off location; (B) when the Parcel has been returned to the Sender after three failed attempts at delivery to the Recipient; (C) when the Parcel (or any part thereof) has been lost or damaged.

iii. The ePOD is proof of the Delivery Service having taken place.

Collection or Pick-up of the Parcel

i. The Driver has the right to reject or pick-up partially if the pick-up volume differs from that stated in the delivery order. The Sender must acknowledge the quantity of the Parcels handed over to the Driver by signing on the Ninja Drive App electronically (no physical signature is required). Once acknowledgement has been entered into, the Sender may not retrieve any part of the Parcel back from the Driver.

ii. The Driver is entitled to reject any unacceptable Parcel (as described in Clause 7 (ii)).

Delivery of the Parcel

i. The Driver will hand over the Parcel only if the Recipient (or any person designated to receive the Parcel on the Recipient’s behalf) is present.

ii. The Driver may leave the Parcel at the Recipient’s designated address without the presence of the Recipient if the Recipient can provide the 3-digit verification code to the Driver or as otherwise instructed by the Recipient. Ninja and/or the Driver shall not be liable for any loss or damage to the Parcel in that case.

iii. Ninja will notify the Recipient if a delivery attempt is unsuccessful due to the Recipient’s absence. Ninja shall perform a second and third attempt to deliver the relevant Parcel. If the third attempt fails, Ninja will return the Parcel to the Sender and will be considered to have fulfilled its delivery obligations, and retains full discretion not to refund the Fees.

Right Not to Deliver

i. Ninja retains the right to suspend its Delivery Service for any reason whatsoever, including if the Sender:

1. fails to pay the Fee in full within the prescribed period in Clause 4(i) above;

2. is in breach of any of these Terms and Conditions;

3. causes material loss or damage to Ninja; and/or

4. is, or is about to be, insolvent or bankrupt.

ii. Ninja reserves all rights to refuse or suspend the Delivery Service to the Sender if Ninja determines in its reasonable discretion that:

1. the Parcel is unacceptable (as described in Clause 7(ii));

2. the Parcel violates any of the Sender’s Warranties (see Clause 5(vii) and Clause 8);

3. the Sender is unable to pay for the Delivery Service in a timely fashion;

4. Ninja is unable to perform its obligations due to circumstances beyond its reasonable control (e.g. natural disasters, strikes, major traffic accidents);

5. the Delivery Service is used by the Sender for unlawful purposes (including bribery);

6. any third party (other than the Sender) has used the Sender’s Ninja Account in breach of Clause 2(i) above; or

7. the Sender has misled Ninja (e.g. providing incorrect operational parameters such as weights, addresses, etc., or falsifying any order or Parcel information).

6. SHIPMENTS

Unacceptable Parcels

i. Ninja reserves all rights to refuse delivery, refuse return, or (in the case of damage) dispose of unacceptable Parcels.

ii. A Parcel is unacceptable if:

1. it is hazardous, illegal, dangerous, harmful, prohibited or restricted under any applicable laws;

2. it is not labelled properly or does not adhere to packaging guidelines set out in Appendix 1; and/or

3. it contains credit/debit/ATM cards, decaying items, human or animal remains, religious artefacts, narcotics, firearms or weapons, living things, perishables (e.g. vegetables, fruits, meat, etc.), poisonous or toxic substances, examination certificates, passport and insurance documentation which are not permitted to be reproduced, cash, cheques, bills, stock certificates, securities, written drafts, original films, tapes and film material which are not permitted to be reproduced, flammable, ignitable, or volatile items (e.g. fireworks, kerosene, gas canisters, paint thinner, etc.), or

4. the sum of its dimensions (length + breadth + height) exceeds the selected parcel size, or

5. it is heavier than the selected parcel size.

iii. Ninja reserves all rights to open and inspect any of the Parcels without notice for safety, security or other regulatory reasons.

iv. Ninja reserves all rights to repackage any Parcel at an additional cost to the Sender, including for reasons related to cleanliness, security or safety.

v. Ninja reserves all rights to relabel any Parcel at an additional cost to the Sender of $0.50 per parcel.

Damaged or Lost Parcels

i. Ninja reserves all rights to dispose of a damaged Parcel for reasons of safety, security or other regulatory reasons. In such event:

1. if the Parcel contains multiple items, Ninja will dispose of the damaged item(s) in the Parcel; and

2. Ninja’s assessment of the Parcel’s damage is final.

ii. In the event of any loss to the Parcel and if the Parcel contains multiple items, please refer to ‘8. INDEMNITY AND LIABILITY’.

7. SHIPPER’S WARRANTIES

The Sender hereby represents and warrants to Ninja that:

i. it is the owner (whether legal or beneficial) of the Parcel, or is duly authorised to engage the Delivery Service in respect of the Parcel;

ii. it has complied with the packaging guidelines set out in Appendix 1;

iii. the Parcel was packed and handed over to Ninja in a secure manner without any unauthorised interference;

iv. it has complied with all applicable laws and regulations in relation to the nature, condition, packaging, handling, storage and transportation of the Parcel, and is not in violation of any of the provisions stipulated in the ASEAN Framework Agreement on Handling the Package of Goods in Delivery (Protocol 9) or any other applicable laws;

v. it has complied with all applicable customs, import, export, data protection laws, sanctions, embargoes and other laws and regulations;

vi. it has obtained all necessary consents in relation to personal data provided to Ninja including the Recipient’s data as may be required for transport, customs clearance and delivery, such as email address and mobile phone number;

vii. all information provided by the Sender or its representatives to Ninja is true, complete and accurate;

viii. its use of the Delivery Service is legitimate, and the Sender will not deceive Ninja to enrich itself by any means (fraud or otherwise), including through events, promotions or campaigns conducted by Ninja; and

ix. it shall assist Ninja in the event of any regulatory investigations.

8. INDEMNITY AND LIABILITY

i. Ninja will provide compensation only for the damaged or lost item(s) of the Parcel, and not for the entire Parcel.

ii. Ninja’s aggregate liability arising out of or in connection with the Delivery Service shall not exceed the following, subject to applicable laws:

1. For domestic orders: SGD 20 or the declared value of the Parcel, whichever is lower.

2. For international orders: SGD 0 or the declared value of the Parcel, whichever is lower.

iii. Ninja is not liable for any damaged/lost/undelivered Parcels arising out of circumstances beyond its control. This includes:

1. unacceptable Parcel(s) (as described in Clause 7(ii));

2. the Sender violating any applicable laws and/or the Parcel being confiscated by any governmental or regulatory authorities;

3. hijacking, theft, or robbery of the Parcel (or any part thereof) or the consignment which the Parcel was a part of;

4. any “force majeure” events, such as natural disasters, explosions, wars, riots, strikes or forms of civil unrest, outbreaks of diseases, traffic obstructions, or mechanical breakdown;

5. breach of the Sender’s Warranties in Clause 8 above; and

6. inaccurate or false information provided by the Sender in connection with the Parcel (e.g. nature of Parcel, origin of Parcel, Recipient’s address, etc.).

iv. Ninja will only acknowledge loss and damage claims that are submitted either within 30 days after the order was created or within 7 days after successful delivery of the Parcel.

1. All recovery issues will be resolved by the 3rd working day from the day the incident was reported.

2. The Sender must reply within 2 working days for investigation. After which, the case will be closed and there will be no further claim or contest.

3. For the purpose of Ninja’s assessment of loss and damage claims, the Sender must submit to Ninja sufficient evidence of the value of the Parcel, in the form of an invoice or its equivalent. Ninja reserves the right to reject any invoices (or its equivalent) issued more than 3 months from the date that the Parcel was deemed lost or damaged by Ninja.

v. The Sender will receive the agreed compensation within 14 working days from such time as the parcel has been declared lost or damaged by Ninja and in any case no longer than 30 days from the submission of any such claim by the Sender.

vi. The Sender shall indemnify Ninja in full and hold Ninja harmless from any and all claims, losses, damage, lawsuits, judgements, including legal fees and costs, or damage or confiscation of other shipments, that may arise due to or as a result of:

1. a breach of any of the Sender’s Warranties in Clause 5(vii) or Clause 8 above; or

2. the Parcel being an unacceptable Parcel (as described in Clause 7(ii)).

9. INTELLECTUAL PROPERTY RIGHTS

i. The Parties agree that Ninja remains the sole owner or licensee (as the case may be) of all intellectual property rights and know-how used by Ninja in connection with the Delivery Service, including intellectual property rights relating to the Ninja Software, and Ninja’s branding, logo or trademarks.

ii. The Sender shall not copy, replicate, license, distribute, sell or otherwise make use of the Ninja Software, or any intellectual property rights associated with the Ninja Software, Ninja’s branding, logo or trademarks.

iii. The Sender acknowledges that the Ninja Software may be interrupted, hindered or otherwise disrupted during any development or update of the Ninja Software, and that Ninja shall not be liable for any losses or damages arising thereof.

10. CONFIDENTIALITY

i. All communications, information and other materials in relation to these Terms and Conditions, including the prices in relation to the Delivery Service, shall be considered confidential information and shall be kept confidential by the Sender and Recipient unless compelled or required to be disclosed requirements of law.

ii. The rights and obligations of the Parties under this Clause 11 will apply even if the Delivery Service and/or the COD Service has been suspended or terminated.

11. GOVERNING LAW AND DISPUTE RESOLUTION

i. These Terms and Conditions are governed by the laws of the Republic of Singapore.

ii. The Parties agree to submit any disputes to the non-exclusive jurisdiction of the courts of the Republic of Singapore.

12. MISCELLANEOUS

i. Ninja reserves the right, at its sole discretion, to change, modify, add or remove these Terms and Conditions from time to time, with such revised Terms and Conditions applying to the Parties.

ii. A person who is not a party to these Terms and Conditions has no right to enforce or enjoy the benefit of these Terms and Conditions.

iii. Any provision of these Terms and Conditions which is held to be illegal, invalid or unenforceable shall be severed and the remaining part of such provision and all other provisions of these Terms and Conditions shall continue to remain in full force and effect.

iv. The Sender shall not assign or transfer any of its rights and/or obligations under these Terms and Conditions, except with the prior written approval of Ninja.

v. The Sender warrants that any personal data provided (whether of itself or its Recipient) for the purpose of Ninja performing Delivery Services is accurate and complete, and has been provided with its and the Recipient’s express written consent (as the case may be), in accordance with applicable personal data regulations and Ninja’s privacy policy set forth at https://www.ninjavan.co/en-sg/privacy-policy as, the terms of which are incorporated into these Terms and Conditions by this reference.

13. NINJA’S CONTACTS

i. Ninja will remain contactable for all enquiries, whether from the Sender or the Recipient, through Ninja Chat on any Working Day, based on the following:

1. from Senders: shippercare_sg@ninjavan.co (9am to 6pm), Mondays to Saturdays; or

2. from Recipients: live chat on NinjaChat (9am to 8pm), Mondays to Saturdays.

14. SUPERSEDENCE

i. This Agreement supersedes all prior agreements and understandings, whether oral or written, in connection therewith.

APPENDIX 1 - Packaging Guidelines

The following is a non-exhaustive list of packaging guidelines and prohibited items prepared by Ninja, which the Sender shall comply with:

i. External Packaging: All parcels must have external packaging that covers 100% of exposed area (e.g. carton box, or polymailer), otherwise please shrink wrap or bubble wrap the entire package.

ii. Internal Packaging: Package should be packed tightly and snugly, if not please fill up the empty spaces in between with fillers such as loose newspaper, cotton wool or scrap paper.

iii. Wrap ceramics, glass and other fragile items in protective material such as bubble wrap before placing such items in an outer box.

iv. Irregular Package: Place irregular sized items in a large box and fill up the empty space in between with fillers.

v. Ceramics: Wrap ceramics, glass and other fragile items in protective materials (e.g. bubble wraps).

vi. Parcels should be able to withstand reasonable impact of transport handling. For parcels with sensitive exteriors such as gift boxes, ensure they are shrink wrapped or bubble-wrapped before putting them in a cupboard box.

vii. All fragile items must be labelled with a fragile sticker.

viii. Ensure that the exterior or packaging does not have any old address or tracking labels.

ix. Each parcel must have a unique tracking label.

x. Ensure that all electronic devices are powered off, and batteries should be removed from devices if possible.

xi. When sending liquor / wine or other bottled items, please put them in an upright position and label the parcel with an “upright” sticker.

Ninja is unable to deliver prohibited, non-approved restricted items on behalf of its Client. The list includes the following but not limited to:

i. Credit cards or ATM cards.

ii. Human or animal remains, religious artifices.

iii. Firearms or swords.

iv. Living things.

v. Perishables such as vegetables, fruits etc.

vi. Poisonous or toxic substances.

vii. Examination certificates, passport and insurance documentation which cannot be reproduced.

viii. Written drafts, original films, tapes and film material which cannot be reproduced.

ix. Flammable, ignitable, or volatile items such as fireworks, kerosene, gas canisters or paint thinner.

x. Cash, cheques, bills, stocks and other marketable securities.

APPENDIX 2 - Public Holiday Delivery Advisory

Please note that deliveries coinciding with Public Holidays as declared by the governing authorities of the destination countries are subject to a potential delay of one (1) to two (2) working days. Please refer to the indicative list of Public Holidays below for 2025 (may be subject to change by the governing authorities).

Australia

• New Year’s Day – Jan 1
• Australia Day – Jan 27 (observed)
• Good Friday – Apr 18
• Easter Monday – Apr 21
• ANZAC Day – Apr 25
• Christmas Day – Dec 25
• Boxing Day – Dec 26

(Other holidays vary by state)

 Hong Kong

• New Year’s Day - Jan 01 (Wednesday)
• Lunar New Year’s Eve - Jan 29 (Wednesday)
• Lunar New Year’s Day - Jan 30 (Thursday)
• Second day of Lunar New Year - Jan 31 (Friday)
• Third day of Lunar New Year (Substituted on Feb 3) - Feb 01 (Saturday)
• Substitute Holiday for 3rd day of CNY - Feb 03 (Monday)
• Ching Ming Festival - Apr 04 (Friday)
• Good Friday - Apr 18 (Friday)
• The day following Good Friday - Apr 19 (Saturday)
• Easter Monday - Apr 21 (Monday)
• Labour Day - May 01 (Thursday)
• The Birthday of the Buddha - May 12 (Monday)
• Tuen Ng Festival (Dragon Boat Festival) (Observed on Jun 2) - Jun 01 (Sunday)
• Substitute Holiday for Tuen Ng Festival - Jun 02 (Monday)
• Hong Kong Special Administrative Region Establishment Day - Jul 01 (Tuesday)
• The day following the Chinese Mid-Autumn Festival - Sep 09 (Tuesday)
• National Day - Oct 01 (Wednesday)
• Chung Yeung Festival - Oct 02 (Thursday)
• Christmas Day - Dec 25 (Thursday)
• The first weekday after Christmas Day - Dec 26 (Friday)

 New Zealand

• New Year’s Day – Jan 1
• Day after New Year’s Day – Jan 2
• Waitangi Day – Feb 6
• Good Friday – Apr 18
• Easter Monday – Apr 21
• ANZAC Day – Apr 25
• Queen’s Birthday – Jun 2
• Labour Day – Oct 27
• Christmas Day – Dec 25
• Boxing Day – Dec 26

United Kingdom (England & Wales)

• New Year’s Day – Jan 1 (Wed)
• Good Friday – Apr 18
• Easter Monday – Apr 21
• Early May Bank Holiday – May 5 (Mon)
• Spring Bank Holiday – May 26 (Mon)
• Summer Bank Holiday – Aug 25 (Mon)
• Christmas Day – Dec 25 (Thu)
• Boxing Day – Dec 26 (Fri)

 United States

• New Year's Day – Jan 1 (Wed)
• Martin Luther King Jr. Day – Jan 20 (Mon)
• Presidents' Day – Feb 17 (Mon)
• Memorial Day – May 26 (Mon)
• Independence Day – Jul 4 (Fri)
• Labor Day – Sep 1 (Mon)
• Thanksgiving – Nov 27 (Thu)
• Christmas Day – Dec 25 (Thu)