Last updated: 2026-10-29 | Version: 2.0
Thank you for choosing CarryBee Express Ltd (“CarryBee,” “the Company,” “we,” or “us”) for your delivery and logistics needs. This document is a legal agreement between you (“Merchant,” “Seller,” “Service Requester,” or “you”) and CarryBee. It sets out our respective rights and responsibilities when you use our platform and services within Bangladesh.
By registering for and using the service, and by ticking the “I agree” box at sign-up, you confirm that you have read, understood, and accepted these Terms and Conditions. If you do not agree with these terms, you should not use the service, and you should notify us promptly.
Who you are: a merchant, seller, or service requester who sells products and requires delivery and cash-collection services in the territory of Bangladesh.
What we do: we collect parcels from you, deliver them to your customers, collect payment on your behalf where the order is Cash on Delivery (COD), and remit that money to your bank or Mobile Financial Services (MFS) account after deducting our service fee. We also return parcels to you when delivery fails.
We may update these terms from time to time. We will publish any change on our website, and your continued use of the service after a change takes effect means you accept the updated terms.
In these terms, the following words carry the following meanings:
Agreement: this entire Terms and Conditions document, together with any linked policies referred to in it.
Customer / Recipient: your buyer; the person who is to receive the parcel.
Deliverables: the items you ask us to deliver, whether documents, products, or parcels, provided they are lawful and permitted under these terms.
Delivery Agent: the rider or driver we designate to collect and deliver parcels.
Failed / Cancelled Delivery: where a delivery is attempted but the customer refuses it, cannot be reached, or gives incorrect contact details after our attempts are exhausted; or where the order is cancelled after the Delivery Agent has already collected the parcel.
Package / Packaging: the box, envelope, or wrapper enclosing your items; it must be strong and suitable for normal transport.
Pick-up Location / Drop-off Location: the addresses you specify for collection and delivery.
Return: the return of a parcel to you following a Failed or Cancelled Delivery, reverse pickup, or exchange.
Service Fee: the charge payable to us for our delivery and COD services.
SFRM 1 (Standard Model): we deduct our service fee from the cash collected and remit the balance to you.
SFRM 2 (Credit Model): we remit all collected cash to you and invoice our service fee separately; this model requires a separate agreement and a consistently high volume of orders.
Service Request / Order: the order you submit through your Merchant Panel for us to collect and deliver a parcel.
Successful Delivery: where the customer receives the parcel and, for COD orders, pays the invoice amount; our digital transaction log is the proof of Successful Delivery.
Verification Code / Approval Request: A Verification Code is a one-time code (OTP) that the Customer provides to the Delivery Agent to confirm receipt and mark a parcel as delivered, including for zero-amount (non-COD) parcels. An Approval Request is a request sent to the Merchant’s panel or app for the Merchant to approve a change to a parcel’s status or terms; it is used for partial deliveries, price changes, exchanges, and returns (including paid returns), and is also raised at pick-up from the Merchant and on return of a parcel to the Merchant.
Closed-Box Policy: our policy that parcels remain sealed in transit and are not opened by CarryBee at the point of delivery, except where we are lawfully required to open them.
Register at https://merchant.carrybee.com/register. All information you provide is self-declared and must be true and complete; we act on the information you give us and are not responsible for any loss caused by information that is incorrect, out of date, or misleading.
To receive payment for COD orders, you must provide accurate bank or MFS account details. We do not verify these details, so please check them carefully. Where money is sent to the wrong account because of information you provided, we are not liable for the resulting loss.
If you wish to change the account or method by which you receive or make payment, you must follow our process and give us at least 5 working days’ prior notice; any change is subject to our approval.
You must ensure that your invoices and documentation comply with the applicable VAT rules of Bangladesh.
We collect, store, and use your personal information only to provide our services, and we handle it securely and in accordance with the privacy laws of Bangladesh and our Privacy Policy, available at https://carrybee.com/privacy-policy.
If you are aware that a pick-up or drop-off location may be unsafe for our Delivery Agent, you must inform us in advance. Failure to do so is treated as willful negligence, and you will be responsible for any injury, damage, or loss that results.
If a customer unlawfully retains or takes a parcel without paying, particularly where the action relates to a dispute or transaction from any previous order, we are not responsible for recovering the parcel or for compensating you, and this exclusion applies with particular force where no COD amount was collected. Where you and a customer are found to have acted fraudulently together, we may pursue all available legal remedies, and you must cover our resulting losses and legal costs.
You can contact your assigned Key Account Manager, call Business Support on 09613 555 111, or use the Help Center at https://carrybee.com/contact-us.
You must never send any item that is illegal, banned, restricted, infringes third-party rights, is harmful to public health, safety, or morality, or is otherwise contrary to the law of Bangladesh. A full list of items that cannot be sent through CarryBee is published here: Prohibited Items List. By placing an order, you confirm that no parcel contains any listed or otherwise prohibited item. We may inspect, seize, or report any suspicious parcel; we are not liable for any legal case, penalty, or consequence arising from a prohibited shipment; and we may suspend service for a violation.
The description, quantity, price, weight, and other details you enter must match exactly what is inside the parcel. If you provide false or misleading information, the Order is invalid, and you will bear all resulting loss, cost, damage, and liability.
You must package each parcel so that it can withstand normal transport. Fragile or liquid items must be wrapped with adequate bubble wrap, both inside and outside, and marked with a visible “fragile / liquid” sticker. Detailed requirements for each product type are set out in our Packaging Guidelines: Packaging Guidelines. Following these guidelines reduces the risk of damage, but does not transfer to CarryBee any liability for the item categories excluded under clause 7.2; where you package poorly and the item is damaged as a result, we are not liable.
Where any parcel involves customs documentation, any discrepancy or issue, including incomplete or incorrect paperwork, must be resolved by you directly with the relevant customs authorities; you are responsible for any fine, tax, confiscation, or issue arising from government-imposed restrictions or customs complications, and we will not handle or resolve such matters.
Certain items that are not prohibited, including cosmetics, food, and cooking oil, are accepted for carriage only where they are packaged in strict compliance with our Packaging Guidelines. Strict compliance is a condition of carriage: where the Packaging Guidelines are not fully met, we may refuse the item at pick-up or return it to you, and we accept no liability for any damage to such items.
You must declare the category of the products you send through CarryBee using your online panel. We rely on that declaration and treat it as your confirmation that only the declared products are tendered for courier. If a government or security agency finds that you have shipped an illegal or prohibited item, we are not liable for any loss or damage arising from that shipment. On successful delivery, we will charge the agreed delivery fee and record the shipment as delivered.
Use your Merchant Panel to place an Order. Each Order must state the parcel details (type, size, weight, and price), the customer’s contact information, the pick-up address, and the drop-off address.
After you place an Order, our Delivery Agent will attend the pick-up location you specified, as scheduled or notified through the platform, to collect the parcel. When the Delivery Agent collects the parcel, an Approval Request is sent to your panel or app for you to confirm the pick-up. You must have the parcel packed and ready on time. If it is not ready, we may reject the Order or apply a delay fee in addition to the regular Service Fee.
We aim to deliver within the timeframe published on our website. We will make up to three delivery attempts; if the first attempt fails, we will make two further attempts. After three unsuccessful attempts, the delivery is treated as Failed, and we will return the parcel to you.
For a normal delivery, including a zero-amount (non-COD) parcel, the Delivery Agent confirms delivery using a Verification Code (OTP) that the Customer provides. For a partial delivery, price change, exchange, or return (including a paid return), we do not use a Customer OTP; instead, an Approval Request is sent to your panel or app, and you must approve it there to confirm the parcel’s status. If you refuse or fail to approve when requested, we may decline or hold the request, and we are not liable for the resulting status of the parcel.
We maintain a digital transaction log for every delivery; this log is conclusive proof of delivery.
Parcels remain sealed in transit and are not opened by CarryBee at delivery. Where a government or security agency lawfully instructs us to open a sealed parcel, we will not be liable for the resulting departure from the Closed-Box Policy, and we will provide you with sufficient evidence to justify the opening. Any discrepancy is then resolved through a joint investigation by both parties.
Some events are outside our reasonable control, such as adverse weather, road blockages, natural disasters, or other external factors; where such an event delays delivery, this is not a breach of this Agreement, we will notify you, and we will follow your instructions on how to proceed. We are not responsible for inherent defects in your products, nor for delay or loss caused by such external factors.
Where a parcel is returned because of a delay caused by CarryBee, we may, at our sole discretion, consider waiving or refunding the delivery charge only. This is a discretionary measure and not an obligation, and no other compensation is payable for delay.
For COD orders, our Delivery Agent collects the exact invoice amount from the customer at delivery, and the parcel is handed over only after payment is made. For non-COD orders, where the customer has already paid you, we deliver the parcel without collecting cash. Delivery Agents must not seek any extra payment or tip.
For COD orders, we deduct our Service Fee from the cash collected and deposit the balance into your bank or MFS account. Where you owe fees for non-COD deliveries, we set these off against the COD cash due to you before remitting the balance. We process payments to your account on each working day via BEFTN (for banks) or MFS; settlement may take time depending on the banking or MFS system, and we are not liable for delays outside our control. You will receive a Statement of Payment by email on the day we process each payment.
Under this model, we remit all cash collected to your account without first deducting our Service Fee, and we invoice our fees separately on the cycle agreed with you (for example, every 7, 15, or 30 days); you must pay each invoice within 7 working days. If you pay late, we may apply agreed charges and may set off outstanding fees against future payments due to you.
The Credit Model (SFRM 2) is available only to merchants who enter into a separate agreement with us and who maintain a consistently high volume of deliveries. We assess eligibility at our discretion and may withdraw access to the Credit Model where the eligibility conditions are no longer met.
Where the customer refuses the parcel, gives a wrong address, or is unreachable after our three attempts, the delivery is Failed, the Order is cancelled, and we return the parcel to you within a period broadly equal to the original forward transit time.
You are responsible for the original delivery charge together with a return service fee of 30% of the original delivery charge, to cover the cost of returning the parcel.
On return of a parcel to you, an Approval Request is sent to your panel or app, and you must approve it there to confirm receipt; you must also sign the return slip provided by our rider. If you decline to approve or to sign, we may still mark the parcel as returned in our system for record-keeping, and we will not be liable for its status thereafter.
We are not responsible for any loss, damage, or missing item arising during a reverse pickup or exchange; responsibility for the integrity and condition of items in these transactions rests with you and the customer, and we have no obligation to mediate or compensate you in these cases.
The packaging you provide is intended for a single delivery. Multiple attempts, returns, or repacking can cause wear and tear. We handle parcels with care, but we are not liable for normal wear and tear, nor for damage caused by insufficient original packaging.
Please read this section carefully; it sets out the matters for which CarryBee is not responsible.
We will not mediate or accept any dispute between a merchant and a customer, including disputes over payment, product quality, or other conflicts; these must be resolved directly between you and your customer. Internal conflicts or complaints about customer service must be resolved within your own organisation.
Product quality and authenticity are your responsibility. We will not consider complaints about product quality, or about counterfeit or fake products. We also do not accept damage claims for the following item types: items with poor or insufficient packaging, liquid items, fragile items, grocery items, bamboo items, and tree or plant items. Following our Packaging Guidelines reduces risk for these items but does not create any liability on CarryBee for them. Cosmetics, food, and cooking oil are carried only under clause 3.5, on strict packaging conditions; the exclusions in this clause continue to apply to them.
Once a delivery has been completed successfully, or a return to you has been completed, any complaint about that Order must be raised within the same day period set out in clause 7.4; no complaint will be accepted after that period.
To raise a complaint, contact your Key Account Manager, call 09613 555 111, or use the contact form on our website. You must raise any complaint on the same day as the successful delivery, or on the same day the return to you is completed; we cannot address complaints made after this period.
After a complaint is submitted, a neutral investigation is carried out using evidence from both parties. If you do not respond to three consecutive notifications from us about a claim, we may reject the claim.
If we lose or damage your parcel through our own negligence, and this is clearly established, we will compensate you for the loss.
Our obligation to compensate applies only where you have complied fully with this Agreement and have assisted the investigation with evidence. If you are in breach, we are not liable.
For any compensation claim, you must provide a video showing the unboxing of the damaged or disputed parcel. A claim submitted without this video will be rejected.
Where we agree to compensate a valid claim, the compensation will be the lowest of: (a) the invoice value of the item; (b) the standard market price of the item; or (c) BDT 10,000. Our total liability for any loss under this Agreement, whether in contract, tort (including negligence), or otherwise, is capped at a maximum of BDT 10,000 per package.
You can estimate the applicable delivery charge at any time using our online rate calculator at https://carrybee.com/calculator. The charges shown there, together with any COD charge, represent the full charge for our services.
We may amend our service fees at any time; it is your responsibility to check the current rates, using the rate calculator or your Merchant Panel, before placing an Order. Any delay by us in billing does not waive a fee.
Discounted pricing may be offered to certain accounts by mutual written agreement, based on business feasibility and volume.
For merchants who register digitally through the app or web panel, this Agreement takes effect when you register and accept these terms, and continues until either party terminates it under this section; there is no fixed contract period. Where a merchant instead signs a separate written agreement with CarryBee, that agreement applies for the term stated in it, which is ordinarily six (6) months, renewing automatically for successive six (6) month periods unless terminated.
Either party may terminate this Agreement, without giving a reason, on 30 (thirty) days’ prior written notice, settling all outstanding obligations.
A party may terminate immediately by written notice if the other party:
You may also terminate immediately if we repeatedly fail delivery or return timelines, fail to remit sums due, breach the Closed-Box Policy, or engage in misconduct that materially affects your business.
Each party must return or destroy the other’s documents and confidential materials in its possession within 15 days, and provide written confirmation on request. All financial obligations become immediately due, and both parties will promptly reconcile accounts.
If any provision is held invalid or unenforceable, the remainder of the Agreement continues in force, and the invalid provision will be narrowly reformed to achieve its intended purpose so far as the law allows.
The contents of this Agreement and all information exchanged in connection with it are confidential; neither party will disclose them to any third party without the other’s prior written consent. These obligations survive termination. On request or on termination, confidential material must be returned or destroyed. We will protect the confidentiality of your customer data and will not misuse it.
Each party warrants that it holds the permits and licences necessary to conduct its business and perform this Agreement, and that entering into and performing this Agreement does not breach any other agreement or any law binding on it.
This Agreement grants no licence or assignment of either party’s intellectual property. Each party retains all rights in its own intellectual property, and may use the other’s only as necessary to perform the service, and only with prior written consent for any public reference.
Each party will indemnify the other against all losses, damages, and costs, including reasonable legal fees, arising from its own breach of this Agreement or the acts of its representatives.
Neither party is liable for failure or delay caused by events beyond its reasonable control, such as acts of God, war, riots, epidemics, natural disasters, or changes in law. The affected party will notify the other within 15 days; performance is suspended for up to 30 days; and if the event continues beyond 30 days, the other party may terminate on 15 days’ notice.
This is a non-exclusive arrangement; you may use other couriers, and we may serve other merchants. Neither party may assign or transfer its rights or obligations without the other’s prior written consent.
Headings are for convenience only and do not affect interpretation.
This Agreement is governed by the laws of the People’s Republic of Bangladesh. The courts of Dhaka have jurisdiction for interim relief.
The parties will first try to resolve any dispute amicably within 15 business days. Failing that, the dispute will be referred to arbitration under the Arbitration Act, 2001, seated in Dhaka and conducted in English; the award is final and binding, and the proceedings are confidential.
All notices must be in writing and sent by email, or post. You may direct queries to your Key Account Manager or to Business Support on 09613555111 or at https://carrybee.com/contact-us. A notice is treated as received on the day it is transmitted by email or fax, or on the day it is delivered by post.
By registering and using the CarryBee Express Ltd service, you acknowledge that you have read, understood, and agreed to all the terms and conditions set out in this Agreement.
Contact Information:
This document constitutes the complete Terms and Conditions for CarryBee Express Ltd Courier and Logistics Services. By using our services, you acknowledge that you have read, understood, and agree to be bound by these terms.