TERMS AND CONDITIONS

These Terms and Conditions (“Terms”) govern the deposit, temporary storage, notification, collection, transfer, redelivery and disposal of parcels through the Boxbox parcel locker service.

Boxbox is operated by [Insert Full Legal Entity Name and Company Registration Number] (“Boxbox”, “we”, “us” or “our”).

By depositing a Parcel into a Boxbox locker, arranging for a Parcel to be delivered to a Boxbox locker, collecting a Parcel, making payment or otherwise using the Boxbox service, the User agrees to be bound by these Terms.

1. Definitions

For the purposes of these Terms:

1.1 Courier

“Courier” means the courier company, delivery driver, delivery personnel, sender, merchant or other person who deposits or arranges for the deposit of a Parcel into a Boxbox locker.

1.2 Recipient

“Recipient” means the person whose telephone number is registered by the Courier or sender when the Parcel is deposited and who is intended to collect the Parcel.

1.3 User

“User” means any Courier, sender, merchant, Recipient, authorised collector or other person who uses the Boxbox service.

1.4 Parcel

“Parcel” means any package, document, item, product or shipment deposited into a Boxbox locker.

1.5 Deposit Time

“Deposit Time” means the date and time recorded by the Boxbox system when a Parcel is successfully deposited into and registered within a Boxbox locker compartment.

1.6 Pickup Code

“Pickup Code” means the unique collection code generated by the Boxbox system and provided to the Recipient for the collection of a Parcel.

1.7 TAC

“TAC” means the Transaction Authorisation Code sent to the registered telephone number for the purpose of verifying that telephone number.

1.8 Headquarters

“Headquarters” means the Boxbox operations centre, warehouse, storage facility or another location designated by Boxbox for the storage and handling of overdue Parcels.

2. Boxbox Service

2.1 Service Description

Boxbox provides a self-service parcel locker and temporary parcel storage service.

A Courier may deposit a Parcel into a Boxbox locker by entering the required information through the Boxbox system.

2.2 Required Parcel Information

The information required to deposit a Parcel may include:

a. the Parcel tracking number;
b. the Recipient’s telephone number;
c. the selected Boxbox locker location; and
d. any other information reasonably required by the Boxbox system.

2.3 Role of Boxbox

Boxbox provides locker access, temporary storage, notification and Parcel collection facilities.

Unless Boxbox has separately agreed otherwise in writing, Boxbox is not:

a. the seller or merchant of the Parcel contents;
b. the manufacturer of the Parcel contents;
c. the Courier responsible for transporting the Parcel before it is deposited;
d. the sender of the Parcel; or
e. a party to the commercial transaction between the sender, merchant and Recipient.

3. Accuracy of Information

3.1 Courier and Sender Responsibilities

The Courier or sender is responsible for ensuring that all information entered into the Boxbox system is complete and accurate, including:

a. the Parcel tracking number;
b. the Recipient’s telephone number;
c. the Boxbox locker location; and
d. any other Parcel or Recipient information.

3.2 Reliance on Submitted Information

Boxbox may rely on the information submitted by the Courier or sender without independently confirming that the registered telephone number belongs to the intended Recipient.

3.3 Incorrect Information

To the fullest extent permitted by applicable law, Boxbox will not be responsible for delayed notification, delayed collection, inability to collect, unauthorised collection or additional storage charges caused by:

a. an incorrect or incomplete telephone number;
b. an incorrect tracking number;
c. information registered for the wrong Recipient;
d. a telephone number that is inactive or no longer used;
e. an error made by the Courier, sender or merchant; or
f. any other inaccurate information provided to Boxbox.

This limitation does not apply where the problem was directly caused by a confirmed Boxbox system error, fraud or wilful misconduct.

4. Parcel Notifications and Overdue Reminders

4.1 Initial Collection Notification

After a Parcel has been successfully deposited into a Boxbox locker, Boxbox will use reasonable efforts to send an initial collection notification to the Recipient through one or more of the following channels:

a. WhatsApp;
b. SMS; or
c. tracking.my application notification.

4.2 Information Included in the Initial Notification

The initial collection notification may include:

a. the Boxbox locker location;
b. the Parcel tracking number;
c. the Pickup Code;
d. collection instructions;
e. the applicable free storage period;
f. the RM2.00 daily storage charge that applies after the free storage period; and
g. any other information reasonably required for collection.

4.3 Seventh-Day Reminder

If the Parcel remains uncollected on or around the seventh (7th) day after the Deposit Time, Boxbox will use reasonable efforts to send a first overdue reminder to the registered telephone number.

The reminder may state that:

a. the Parcel remains inside the Boxbox locker;
b. the free storage period has expired;
c. RM2.00 daily storage charges are accumulating;
d. the estimated outstanding storage charges may be shown; and
e. the Parcel should be collected as soon as possible.

4.4 Fifteenth-Day Reminder

If the Parcel remains uncollected on or around the fifteenth (15th) day after the Deposit Time, Boxbox will use reasonable efforts to send a second overdue reminder to the registered telephone number.

The reminder may state that:

a. the Parcel remains uncollected;
b. storage charges continue to accumulate at RM2.00 per chargeable day;
c. the Parcel will become eligible for removal from the locker after thirty (30) days;
d. the Parcel may be transferred to Boxbox Headquarters; and
e. redelivery fees and additional collection requirements will apply after the Parcel is transferred.

4.5 Transfer Notification After 30 Days

If a Parcel remains uncollected for thirty (30) days from the Deposit Time, Boxbox may remove the Parcel from the locker and transfer it to Headquarters or another designated storage facility.

At or around the time of transfer, Boxbox will use reasonable efforts to send a transfer notification to the registered telephone number.

The transfer notification may include:

a. confirmation that the Parcel has been removed from the original locker;
b. confirmation that the Parcel has been transferred to Headquarters;
c. the date of transfer;
d. the estimated or accumulated storage charges;
e. confirmation that the Parcel is no longer available at the original locker;
f. instructions for contacting Boxbox customer support;
g. verification requirements for reclaiming the Parcel;
h. the applicable redelivery fee; and
i. notice that the Parcel may be treated as abandoned and disposed of if it remains unclaimed for ninety (90) days from the original Deposit Time.

4.6 Final Disposal Notification

Where reasonably practicable, Boxbox will use reasonable efforts to send a final disposal notification before an unclaimed Parcel becomes eligible for disposal.

The final notification may include:

a. confirmation that the Parcel remains unclaimed at Headquarters;
b. the Parcel tracking number;
c. the original Deposit Time;
d. the date the Parcel was transferred to Headquarters;
e. the estimated or accumulated storage charges;
f. the applicable redelivery fee;
g. the final deadline for reclaiming the Parcel; and
h. a warning that the Parcel may be destroyed or otherwise disposed of if it is not reclaimed by the stated deadline.

4.7 Notification Records

Boxbox may maintain electronic records relating to notifications, including:

a. the date and time of the notification;
b. the communication channel used;
c. the registered telephone number;
d. the delivery status, where available; and
e. the type or contents of the notification sent.

Boxbox’s system records may be used as evidence that reasonable notification attempts were made.

4.8 Notification Availability

The successful delivery of a notification may depend on:

a. the accuracy of the registered telephone number;
b. the Recipient’s mobile device;
c. the Recipient’s mobile network or internet connection;
d. the Recipient’s WhatsApp, SMS or tracking.my application settings;
e. blocked or restricted messages;
f. the availability of the relevant third-party notification service; and
g. circumstances outside Boxbox’s reasonable control.

Boxbox does not guarantee that every notification will be successfully delivered, opened or read.

4.9 Failure to Receive or Read a Notification

Failure to receive, open or read an initial notification, overdue reminder, transfer notification or final disposal notification does not:

a. extend the free storage period;
b. stop or suspend storage charges;
c. prevent the Parcel from being transferred to Headquarters;
d. extend the 30-day locker storage period; or
e. extend the 90-day abandonment and disposal period,

where Boxbox has made reasonable efforts to send the notification using the information provided by the Courier or sender.

Where Boxbox confirms that a notification was not sent because of a direct Boxbox system error, Boxbox may adjust the affected storage charges or provide another appropriate remedy.

5. Free Storage Period

5.1 First 24 Hours Free

Each Parcel is entitled to free storage for the first twenty-four (24) hours beginning from the Deposit Time recorded by the Boxbox system.

5.2 Calculation of Free Storage Period

The free storage period is calculated based on actual elapsed time and not according to the end of a calendar day.

For example, where a Parcel is deposited at 3:00 p.m. on Monday, the free storage period ends at 3:00 p.m. on Tuesday.

5.3 System Records

The Deposit Time recorded by the Boxbox system will be used to determine the beginning and end of the free storage period.

6. Storage Charges After 24 Hours

6.1 Daily Storage Charge

If a Parcel is not collected within the first twenty-four (24) hours from the Deposit Time, a storage charge of RM2.00 per day will apply.

6.2 Charging Method

For the calculation of storage charges:

a. each commenced twenty-four-hour period after the free storage period will be treated as one chargeable day;
b. any part of a commenced chargeable period may be charged as one full day;
c. storage charges will continue to accumulate until the Parcel is collected, redelivered, returned, released or disposed of; and
d. the charges displayed by the Boxbox system will be based on Boxbox’s official system records.

6.3 Payment Before Collection

All outstanding storage charges must be paid before the relevant locker compartment can be opened and the Parcel released.

6.4 Charges After Transfer to Headquarters

The RM2.00 daily storage charge will continue to apply after a Parcel has been removed from the locker and transferred to Boxbox Headquarters.

Transfer to Headquarters does not cancel, reduce or suspend any storage charges already incurred.

7. Payment and Refunds

7.1 Supported Payment Methods

Payments for Boxbox storage charges, redelivery charges and other applicable service fees may only be made using the following supported payment methods:

a. Touch ’n Go eWallet;
b. GrabPay; and
c. Boost.

Boxbox may temporarily suspend a payment method if the relevant payment provider’s service is unavailable.

7.2 Payment Confirmation

A payment will only be considered successful after the Boxbox system receives confirmation from the relevant payment provider.

A payment that remains pending, unsuccessful, cancelled, expired or reversed will not be treated as a completed payment.

7.3 Payment Provider Issues

Touch ’n Go eWallet, GrabPay and Boost are third-party payment providers that operate independently from Boxbox.

Boxbox will not be responsible for delays, outages, account restrictions, unsuccessful transactions or technical failures caused by a payment provider and outside Boxbox’s reasonable control.

Where money has been deducted from a User’s payment account but the payment is not reflected in the Boxbox system, the User should contact Boxbox customer support and provide:

a. the payment receipt;
b. the payment transaction reference;
c. the registered telephone number;
d. the relevant Parcel tracking number.

7.4 Release of Parcel

Where storage charges or other applicable fees remain outstanding, Boxbox may prevent the locker compartment from opening until the required payment has been successfully completed.

7.5 Refund Applications

A User who believes that a refund is applicable may submit a refund application through the official Boxbox website.

The refund application may require the User to provide:

a. the registered telephone number;
b. the Parcel tracking number;
c. the payment receipt or transaction reference;
d. the payment date and amount;
e. the reason for the refund request; and
f. any other supporting information reasonably required by Boxbox.

Refund applications will generally be reviewed and processed within fourteen (14) calendar days after Boxbox receives a complete application and all required supporting information.

The processing period may take longer where:

a. additional information or verification is required;
b. the application involves a third-party payment provider;
c. the submitted information is incomplete or inaccurate;
d. there is a suspected duplicate, fraudulent or disputed transaction; or
e. circumstances outside Boxbox’s reasonable control cause a delay.

Submitting a refund application does not guarantee that the refund will be approved.

Where a refund is approved, the refund will normally be returned through the original payment method, subject to the procedures and processing timelines of the relevant payment provider.

Boxbox may reject a refund application where:

a. the relevant storage period has already been properly provided;
b. the relevant redelivery or other service has already been completed;
c. no duplicate payment, incorrect charge or system error occurred;
d. the amount was correctly charged under these Terms; or
e. the refund application is incomplete, inaccurate or fraudulent.

8. Collection of Parcels

8. Collection Using a Pickup Code

A Recipient may collect a Parcel by entering the valid Pickup Code provided in the Parcel collection notification.

Where:

a. the Pickup Code is valid;
b. the Parcel remains available for collection from the locker; and
c. all applicable storage charges have been paid,

the relevant locker compartment will open for the Recipient to collect the Parcel.

8.2 Collection Without a Pickup Code

Where the Recipient does not have or cannot locate the Pickup Code, the Recipient may select the telephone number verification option on the Boxbox locker interface.

The Recipient must enter the same telephone number that was registered by the Courier or sender when the Parcel was deposited.

8.3 TAC Verification

After the registered telephone number has been entered, Boxbox will send a TAC to that telephone number.

The Recipient must enter the correct TAC into the Boxbox system within the validity period shown by the system.

A TAC may only be used for the verification purpose for which it was issued.

8.4 Parcels Linked to the Verified Telephone Number

After the telephone number has been successfully verified using the TAC, the Boxbox system may display the Parcels currently linked to that verified telephone number.

Where more than one Parcel is linked to the same telephone number, the Recipient may be required to select the relevant Parcel from the displayed list.

8.5 Outstanding Storage Charges

Where the selected Parcel has outstanding storage charges, the Recipient must complete payment before the Parcel can be collected.

Payment may only be made through:

a. Touch ’n Go eWallet;
b. GrabPay; or
c. Boost.

8.6 Incorrect or Unavailable Telephone Number

Telephone number verification may be unsuccessful where:

a. the entered telephone number does not match the number registered for the Parcel;
b. the Courier or sender registered an incorrect telephone number;
c. the telephone number is no longer active;
d. the Recipient is unable to receive the TAC;
e. the TAC has expired;
f. an incorrect TAC is entered; or
g. the telephone or mobile network is unavailable.

In such circumstances, the Recipient must contact Boxbox customer support and complete any additional verification required by Boxbox.

8.7 Security of Pickup Codes and TACs

The Recipient is responsible for keeping all Pickup Codes and TACs confidential and secure.

The Recipient must not disclose a Pickup Code or TAC to an unauthorised person.

Any person who successfully enters a valid Pickup Code or completes telephone number verification using a valid TAC may be treated by Boxbox as authorised to collect the relevant Parcel.

To the fullest extent permitted by applicable law, Boxbox will not be responsible where a Parcel is collected by another person using a Pickup Code or TAC that was:

a. voluntarily shared by the Recipient;
b. forwarded to another person;
c. displayed or stored insecurely;
d. obtained from the Recipient’s device or account; or
e. otherwise compromised through an act or omission of the Recipient.

This limitation does not apply where the unauthorised collection was directly caused by a confirmed Boxbox system failure, fraud or wilful misconduct.

9. Completion of Collection

9.1 Parcel Release

A Parcel will be considered released when the relevant locker compartment has been opened following successful verification and payment, where applicable.

9.2 Removal of Parcel

The Recipient is responsible for removing the Parcel from the opened compartment.

9.3 Closing the Locker Door

The Recipient must close the locker compartment door securely after removing the Parcel.

9.4 Items Left Inside the Compartment

Boxbox will not be responsible for personal belongings or other items placed or left inside a locker compartment by the Recipient during or after collection.

10. Uncollected Parcels and Transfer After 30 Days

10.1 Removal From the Locker

If a Parcel remains uncollected for thirty (30) days from the Deposit Time, Boxbox may:

a. remove the Parcel from the Boxbox locker;
b. transfer the Parcel to Boxbox Headquarters or another designated storage facility;
c. make the locker compartment available for other Users; and
d. continue charging the applicable RM2.00 daily storage charge.

10.2 Parcel No Longer Available at the Original Locker

After a Parcel has been transferred to Headquarters, it will no longer be available for collection from the original Boxbox locker.

The Recipient must contact Boxbox customer support to arrange the recovery and redelivery of the Parcel.

10.3 Continued Storage Charges

The RM2.00 daily storage charge will continue to accumulate after the Parcel is transferred to Headquarters until the Parcel is:

a. successfully reclaimed and redelivered;
b. returned to the sender;
c. otherwise released by Boxbox; or
d. disposed of in accordance with these Terms.

10.4 Notification Upon Transfer

At or around the time a Parcel is removed from the locker and transferred to Headquarters, Boxbox will use reasonable efforts to notify the Recipient through WhatsApp, SMS or tracking.my.

Failure to receive or read the transfer notification does not prevent Boxbox from completing the transfer or continuing to apply storage charges.

10.5 No Requirement for Daily Notifications

Boxbox is not required to send daily or repeated reminders beyond the notification schedule described in these Terms.

Boxbox may send additional reminders at its discretion, but the absence of an additional reminder does not extend any storage, transfer, payment or disposal deadline.

11. Reclaiming a Parcel After 30 Days

11.1 Contacting Boxbox

A Recipient wishing to reclaim a Parcel after it has been transferred to Headquarters must contact Boxbox customer support.

11.2 Verification

Boxbox may require the Recipient to provide:

a. the registered telephone number;
b. the Parcel tracking number;
c. a TAC or other telephone verification;
d. proof of identity;
e. proof of ownership or entitlement to the Parcel; and
f. any other information reasonably required to verify the claim.

11.3 Amounts Payable

Before the Parcel is redelivered, the Recipient must pay:

a. all accumulated RM2.00 daily storage charges;
b. the applicable delivery or redelivery fee for sending the Parcel from Headquarters back to the relevant apartment, property or designated collection location; and
c. any other amount lawfully due in connection with the Parcel.

11.4 Redelivery Fee

The redelivery fee may depend on:

a. the delivery destination;
b. the Parcel size and weight;
c. the delivery arrangement;
d. property or building access requirements; and
e. other reasonable operational costs.

11.5 Redelivery Arrangement

Redelivery will only be arranged after:

a. the Recipient’s claim has been successfully verified;
b. all outstanding storage charges have been paid; and
c. the applicable redelivery fee has been paid.

11.6 Redelivery Time

Any redelivery date or time provided by Boxbox is an estimate only.

Redelivery may be affected by traffic, operational availability, building access restrictions, weather, public holidays or circumstances outside Boxbox’s reasonable control.

12. Parcels Unclaimed for 90 Days

12.1 Abandoned Parcel

If a Parcel remains unclaimed for ninety (90) days from the original Deposit Time, Boxbox may classify the Parcel as abandoned.

The 90-day period continues to run regardless of whether the Parcel remains in the original locker or has been transferred to Headquarters.

12.2 Final Disposal Notification

Where reasonably practicable, Boxbox will use reasonable efforts to send a final notification to the registered telephone number before the Parcel becomes eligible for disposal.

The final notification may state:

a. that the Parcel remains unclaimed;
b. the estimated or accumulated storage charges;
c. the final deadline for reclaiming the Parcel;
d. that verification and payment must be completed before the Parcel can be redelivered; and
e. that the Parcel may be destroyed or otherwise disposed of after the stated deadline.

12.3 Reasonable Notification Efforts

Boxbox will be considered to have made reasonable notification efforts where Boxbox has attempted to send notifications using the registered telephone number through one or more supported notification channels.

These efforts may include:

a. the initial collection notification;
b. the seventh-day reminder;
c. the fifteenth-day reminder;
d. the transfer notification after thirty (30) days; and
e. the final disposal notification.

Failure of the Recipient to receive, open, read or respond to a notification does not prevent Boxbox from treating the Parcel as abandoned after the applicable 90-day period.

12.4 Disposal of an Abandoned Parcel

Subject to applicable law, Boxbox may take one or more of the following actions regarding an abandoned Parcel:

a. destroy the Parcel;
b. recycle the Parcel or its packaging;
c. donate suitable items;
d. dispose of the Parcel through an appropriate contractor;
e. return the Parcel to the sender where reasonably possible; or
f. take another reasonable action considered appropriate by Boxbox.

12.5 End of Storage Obligation

After the applicable 90-day period has expired, Boxbox will not be required to continue storing or preserving the Parcel.

To the fullest extent permitted by applicable law, Boxbox will have no further responsibility for a Parcel that has been handled or disposed of in accordance with these Terms.

12.6 Outstanding Charges

Any outstanding storage, transfer, redelivery or disposal charges incurred before the Parcel is disposed of will remain payable.

12.7 No Compensation After Lawful Disposal

To the fullest extent permitted by applicable law, the Recipient, sender, Courier or merchant will not be entitled to compensation for a Parcel that has been disposed of after:

a. the Parcel remained unclaimed for the applicable 90-day period;
b. Boxbox made reasonable notification efforts using the registered contact information; and
c. the Parcel was disposed of in accordance with these Terms and applicable law.

13. Prohibited and Unsuitable Items

13.1 Prohibited Items

A User must not deposit or arrange for the deposit of any Parcel containing:

a. illegal, stolen or prohibited items;
b. explosives, flammable materials, corrosive substances, toxic substances or hazardous materials;
c. weapons or items intended to cause injury;
d. controlled substances or items requiring special legal authorisation;
e. live animals, insects or living organisms;
f. perishable food or items likely to spoil, leak, smell or attract pests;
g. cash, bearer documents or negotiable instruments;
h. items requiring refrigeration, heating or controlled temperature;
i. improperly packed liquids;
j. items that may damage or contaminate the locker;
k. items unsuitable for unattended locker storage; or
l. any item prohibited under Malaysian law.

13.2 Packaging Responsibility

The Courier and sender are responsible for ensuring that every Parcel is:

a. properly packed;
b. securely sealed;
c. correctly labelled;
d. suitable for unattended locker storage; and
e. capable of being stored without damaging the locker or another Parcel.

13.3 Boxbox’s Rights

Boxbox may refuse, isolate, remove, transfer, return, report or dispose of a Parcel that Boxbox reasonably believes is unsafe, illegal, leaking, improperly packed or unsuitable for locker storage.

13.4 Related Costs

Any reasonable emergency, cleaning, repair, transportation, storage or disposal expenses caused by a prohibited or unsuitable Parcel may be charged to the responsible User, Courier, sender or merchant.

14. Locker Size and Parcel Placement

14.1 Locker Dimensions

A Parcel must fit completely inside the allocated locker compartment.

The Courier must not force, bend, compress or damage the Parcel or locker in order to close the compartment door.

14.2 Items Outside the Locker

A Courier must not leave a Parcel:

a. outside the locker;
b. on top of the locker;
c. beside the locker;
d. in a corridor or common area; or
e. in another location that has not been approved by Boxbox.

14.3 Unsuitable Parcel Condition

Boxbox may reject or remove a Parcel that:

a. exceeds the available locker dimensions;
b. prevents the locker door from closing securely;
c. is leaking or improperly sealed;
d. appears damaged, contaminated or unsafe; or
e. may damage the locker or another Parcel.

15. Parcel Condition and Contents

15.1 No Inspection of Contents

Boxbox does not open or inspect the contents of a Parcel as part of its ordinary parcel locker service.

15.2 No Guarantee

Boxbox does not verify or guarantee:

a. the condition of the Parcel;
b. the condition of the Parcel contents;
c. the quality of the contents;
d. the quantity or completeness of the contents;
e. the authenticity of the contents;
f. the value of the Parcel or its contents;
g. the accuracy of the Parcel description;
h. the suitability of the Parcel packaging; or
i. whether the correct item was sent by the sender or merchant.

15.3 No Responsibility for Parcel Condition

To the fullest extent permitted by applicable law, Boxbox will not be responsible for:

a. damage to a Parcel or its contents;
b. missing, incomplete or incorrect contents;
c. defective, expired, spoiled or unsuitable contents;
d. fragile contents;
e. inadequate, defective or improper packaging;
f. damage that occurred before the Parcel was deposited into the Boxbox locker;
g. damage caused by the Courier, sender, merchant, manufacturer or another third party;
h. natural deterioration or an inherent defect in the Parcel contents;
i. loss caused by incorrect Parcel or Recipient information; or
j. a dispute concerning the price, quality, condition, quantity or authenticity of the Parcel contents.

15.4 Complaints Regarding Parcel Contents

Complaints relating to the contents, condition, quality, quantity, authenticity, merchant transaction or original delivery of the Parcel must be directed to the relevant:

a. sender;
b. merchant;
c. Courier;
d. manufacturer; or
e. delivery service provider.

15.5 Liability That Cannot Be Excluded

Nothing in these Terms excludes liability that cannot lawfully be excluded, including liability directly arising from Boxbox’s proven fraud, wilful misconduct or any other liability that applicable law does not permit Boxbox to exclude.

16. Access to and Relocation of Parcels

16.1 Authorised Access

Boxbox may open a locker compartment, remove a Parcel or relocate a Parcel where reasonably necessary for:

a. maintenance or repair;
b. safety or security;
c. investigating suspected misuse or unauthorised access;
d. responding to an emergency;
e. complying with a lawful request from an authority;
f. preventing damage to persons, property or the locker;
g. transferring an overdue Parcel to Headquarters; or
h. maintaining the availability and proper operation of the service.

16.2 Records

Where reasonably practicable, Boxbox may maintain system or operational records of an authorised Parcel removal or relocation.

17. Service Availability

17.1 Locker Availability

Boxbox aims to make its lockers available twenty-four (24) hours a day.

Actual access may be subject to the operating hours, access controls and security requirements of the apartment, building, commercial property or other location where the locker is installed.

17.2 Service Interruptions

Locker access may be interrupted or restricted because of:

a. building or property access restrictions;
b. scheduled or emergency maintenance;
c. technical or system failure;
d. power, internet or telecommunications outages;
e. safety or security incidents;
f. directions from a property manager or authority;
g. public holidays;
h. natural disasters or severe weather; or
i. circumstances outside Boxbox’s reasonable control.

17.3 Charge Adjustments

A service interruption does not automatically entitle a User to compensation or a refund.

However, Boxbox may waive or adjust storage charges where Boxbox confirms that a direct Boxbox locker or system failure materially prevented the Recipient from collecting the Parcel.

18. Personal Data and Communications

18.1 Information Collected

Boxbox may collect and process information including:

a. telephone numbers;
b. Parcel tracking numbers;
c. locker locations;
d. deposit and collection dates and times;
e. Pickup Code and TAC verification records;
f. notification and communication records;
g. payment and transaction information;
h. device and technical information;
i. customer support information;
j. CCTV footage where CCTV is installed.

18.2 Purposes of Processing

Boxbox may use this information to:

a. provide and operate the Boxbox service;
b. register Parcels;
c. send collection and overdue notifications;
d. verify telephone numbers and collection authority;
e. process storage and redelivery payments;
f. administer refund applications;
g. prevent fraud, misuse and unauthorised collection;
h. investigate complaints and technical issues;
i. transfer or redeliver overdue Parcels;
j. maintain the security of lockers and Users;
k. comply with legal and regulatory requirements;
l. improve Boxbox services and operations.

18.3 Third-Party Service Providers

Boxbox may disclose relevant information to service providers where reasonably necessary to provide the service, including:

a. WhatsApp or related messaging providers;
b. SMS gateway providers;
c. tracking.my;
d. Touch ’n Go eWallet;
e. GrabPay;
f. Boost;
g. payment processors;
h. redelivery providers;
i. IT and system service providers;
j. property management; and
k. relevant authorities where legally required.

18.4 Privacy Notice

Personal data will be handled in accordance with the Boxbox Privacy Notice and applicable Malaysian personal data protection requirements.

19. Third-Party Services

WhatsApp, SMS operators, tracking.my, Touch ’n Go eWallet, GrabPay, Boost, mobile network operators and other third-party services operate independently from Boxbox.

Their services may be subject to separate terms, privacy policies, processing periods and technical limitations.

Boxbox will not be responsible for third-party outages, delays, account restrictions or service failures that are outside Boxbox’s reasonable control.

20. User Responsibilities

Each User must:

a. provide accurate and complete information;
b. use the Boxbox service only for lawful purposes;
c. comply with collection and payment instructions;
d. collect Parcels within the applicable storage period;
e. keep Pickup Codes and TACs confidential;
f. avoid damaging, forcing or interfering with a locker;
g. avoid depositing prohibited or unsuitable items;
h. notify Boxbox promptly of suspected unauthorised access; and
i. pay all valid storage, redelivery and other disclosed charges.

A User may be responsible for reasonable losses, damage, cleaning costs, repair expenses or other costs caused by that User’s misuse, negligence, unlawful conduct or breach of these Terms.

21. Suspension or Refusal of Service

Boxbox may refuse, restrict or suspend access to the Boxbox service where a User:

a. fails to pay outstanding charges;
b. repeatedly leaves Parcels uncollected;
c. provides false or misleading information;
d. damages or interferes with a locker;
e. deposits prohibited or unsafe items;
f. attempts to obtain unauthorised access;
g. misuses a Pickup Code or TAC;
h. uses the service unlawfully; or
i. creates a safety, security or operational risk.

Boxbox may report suspected criminal or unlawful conduct to the relevant authorities.

22. Customer Support and Complaints

Questions, payment disputes, refund enquiries, collection issues and complaints may be submitted through the official Boxbox website or Boxbox’s available customer support channels.

When contacting customer support, the User should provide:

a. the Parcel tracking number;
b. the registered telephone number;
c. the locker location;
d. the payment transaction reference, where applicable; and
e. a clear description of the issue.

23. Changes to These Terms

23.1 Amendments

Boxbox may amend these Terms to reflect changes in:

a. service features;
b. charges or payment methods;
c. technology or security requirements;
d. operational procedures; or
e. applicable legal or regulatory requirements.

23.2 Publication of Updated Terms

Updated Terms may be published through:

a. the Boxbox website;
b. the Boxbox locker interface;
c. the tracking.my application or another supported application; or
d. another appropriate communication channel.

23.3 Effective Date of Revised Terms

The revised Terms will take effect from the effective date stated in the updated version.

Changes will not retrospectively increase storage charges already incurred before the revised charges were properly published, unless required by law.

Continued use of the Boxbox service after the revised Terms take effect constitutes acceptance of the revised Terms.

24. Governing Law and Disputes

These Terms are governed by the laws of Malaysia.

The parties should first attempt to resolve any complaint or dispute by contacting Boxbox customer support.

Where the dispute cannot be resolved, it may be referred to the courts, tribunals or other dispute resolution bodies having jurisdiction in Malaysia.

Nothing in these Terms removes any mandatory consumer right or remedy that cannot lawfully be excluded.

25. Severability

If any provision of these Terms is determined to be invalid, unlawful or unenforceable, that provision will be modified or removed only to the extent necessary.

The remaining provisions will continue to remain valid and enforceable.

26. No Waiver

A delay or failure by Boxbox to enforce any provision of these Terms does not constitute a waiver of that provision or prevent Boxbox from enforcing it at a later time.

27. Entire Agreement

These Terms, together with:

a. the Boxbox Privacy Notice;
b. any charges displayed by the Boxbox system;
c. any service-specific rules clearly presented to the User,

form the entire agreement relating to the use of the Boxbox parcel locker service.