These Terms of Service ("Terms") govern your use of Al-Ameen Parcel Protection ("Al-Ameen", "the Service") — a parcel-insurance product operated by AL-AMEEN, a Pakistani software house engaged by The Pakistan General Insurance Company Limited (PGI) as the underwriting insurer. The Service is accessed through our Shopify app, WhatsApp, or website. By registering for or using Al-Ameen, you agree to these Terms.

1. Eligibility

To use Al-Ameen, you must:

• Be a registered seller in Pakistan, whether through Shopify or another platform.
• Be at least 18 years of age.
• Hold a valid CNIC.
• Provide accurate KYC information at registration.

2. The Service

Al-Ameen Parcel Protection provides per-shipment insurance coverage for parcels you ship to customers within Pakistan. Coverage tiers:

• Standard — covers theft, loss, and physical damage in transit. Premium is 2% of the declared order value.
• Enhanced — adds tampering coverage at the same premium, 2% of the declared order value. Requires WhatsApp dispatch-proof submission for each insured shipment.
• Verified Non-Payment: Standard cover plus non-payment cover for parcels shipped without cash on delivery or advance payment, where the buyer keeps the parcel and pays afterwards, in part or in full. Premium is 3% of the declared order value. A non-payment claim may be filed once 20 days have passed from the courier's recorded delivery, and requires evidence that you followed up with the buyer at least twice a week over that period. Verified Non-Payment payouts are capped at PKR 15,000 per store per calendar month.

Coverage limits, exclusions, and the maximum-payout cap are documented on app.alameen.pk. The maximum payout per shipment is 80% of the declared order value, up to PKR 50,000. Orders worth more than PKR 62,500 are insured, and the premium is charged, on PKR 62,500.

3. Your account

You are responsible for:

• Providing accurate KYC information at registration.
• Keeping your registered postal address up to date so claim cheques can be delivered.
• The conduct of WhatsApp numbers you authorise as team members.
• Choosing which orders to insure within the insure window: 5 days from order creation, or 4 hours from fulfillment if the order is fulfilled later than that.
• Submitting valid dispatch proofs for Enhanced-protected orders within the required window.

You may not register multiple accounts to circumvent KYC, share your account with third parties, or otherwise misuse the service.

4. Premiums and billing

• Premium per insured order is calculated at the time of insurance selection, as a percentage of declared order value.
• Premiums are billed weekly or monthly — the cadence depends on your shipment volume — via inter-bank fund transfer (IBFT) to The Pakistan General Insurance Company Limited (PGI). The amount due is calculated from the number of shipments you insured in the prior billing period.
• Premiums become non-refundable once an insurance selection is confirmed past the cancellation window (the same as the insure window: 5 days from order creation, or 4 hours from fulfillment if later, or until the end-coverage cutoff if the Shopify order is cancelled later).
• Once an insured order has shipped (marked fulfilled in Shopify, a shipment recorded, or dispatch photos sent), its cover is locked: it cannot be cancelled and the premium is not credited back, even if the Shopify order is cancelled afterwards. You may undo an insurance selection within one hour of first making it. Insuring the same order again after a cancellation is final.

5. Claims

1. Contact us via WhatsApp within 7 days of the loss / damage / tampering incident.
2. Provide all available evidence — photos, courier reports, customer correspondence.
3. We review and respond within 7–10 business days.
4. Once documentation is complete and the claim is approved, payment is issued by cheque within 7–10 business days, delivered to your registered address or another address you specify at the time of the claim.

We may decline claims when:

• The shipment was not insured before dispatch.
• The destination is outside Pakistan.
• Damage was caused by improper packing.
• There is fraud or material misrepresentation in the declared value.
• The item is in our exclusion list (perishables, currency, undeclared valuables — see app.alameen.pk for the full list).

6. Your obligations

You agree to:

• Declare accurate order values.
• Package items appropriately for the courier.
• Use a legitimate, licensed courier.
• Refrain from filing fraudulent claims. We may report fraud to Pakistani law-enforcement authorities.

7. Service availability

We aim for high uptime but do not guarantee uninterrupted service. Scheduled maintenance and outages may occur. If our app or WhatsApp service is unavailable, you may not be able to select insurance — orders shipped during downtime are not automatically covered.

8. Limitation of liability

To the maximum extent permitted by Pakistani law, Al-Ameen's total liability for any claim is limited to the lesser of:

• The actual loss as documented by claim evidence.
• 80% of the declared order value, and in any case no more than PKR 50,000 per shipment.
• The cumulative premiums you paid in the 12 months preceding the claim.

Al-Ameen is not liable for indirect, incidental, or consequential damages.

9. Termination

You can stop using Al-Ameen at any time by uninstalling our Shopify app or by contacting us to close your non-Shopify account. We may suspend or terminate your account if you provide false KYC information, file fraudulent claims, violate these Terms, or as required by Pakistani law.

10. Disputes

These Terms are governed by the laws of Pakistan. We resolve disputes in three escalating stages:

Step 1 — Resolve directly with us

If you have a concern about a claim, a premium, or any other aspect of the service, contact us first at info@alameen.pk or WhatsApp +92 325 2231459. Most disputes can be resolved at this stage in good faith.

Step 2 — Federal Insurance Ombudsman of Pakistan

If we cannot resolve the dispute directly, you may file a complaint with the Federal Insurance Ombudsman of Pakistan (FIO) — the statutory body that resolves disputes between policyholders and insurers under the Insurance Ordinance 2000. The service is free.

• File online at https://fio.gov.pk
• Helpline: 1082
• Karachi office: 2nd Floor, Pakistan Red Crescent Society Annexe Building, Plot 197/5, Dr Daud Pota Road, Karachi
• Email: info@fio.gov.pk

The FIO targets resolving complaints within 60 days of filing.

Step 3 — Courts

Any matter not resolved through the above stages will be subject to the exclusive jurisdiction of the courts of Karachi.

11. Changes

We may update these Terms. The "Last updated" date reflects the most recent change. Material changes will be communicated via WhatsApp or email at least 14 days in advance.

12. Contact

• Website: app.alameen.pk
• Email: info@alameen.pk
• WhatsApp: +92 325 2231459
• Postal: Ground Floor, Shafi Court, Mereweather Road, Civil Lines, Karachi South, Pakistan