Shipment Protection Policy

Overview

JUMTA Xpress Cargo Ltd. offers limited compensation for shipments lost while in our care, under the terms below. This is JUMTA’s own Shipment Protection, funded by JUMTA. It is not an insurance policy, and no insurance company is involved.

This policy applies to goods that JUMTA receives on a customer’s behalf at our partner warehouses abroad (for example in China and Dubai) and forwards to Nigeria.

By booking a shipment with JUMTA, the customer accepts these terms. They apply to all such shipments unless a different arrangement is agreed in writing before dispatch.

Loss protection

If a shipment is completely lost while in JUMTA’s care, JUMTA pays 40% of its declared value, up to a maximum of ₦300,000 per shipment.

To qualify:

• The goods’ value must be declared, with the supplier’s invoice or receipt, before the shipment is dispatched. Shipments without a declared value are not eligible for compensation.
• Compensation is based on the declared value or the actual invoice value, whichever is lower.
• A shipment counts as lost only after JUMTA has confirmed it cannot be traced, normally within 21 days of the expected delivery date.
• Partial loss (missing packages from a multi-package shipment) is compensated on the same basis, in proportion to the missing items’ value.

Damage protection

JUMTA covers damage only when the outer packaging arrives visibly damaged, for example torn, crushed, punctured or wet. Covered damage is compensated on the same basis as loss: 40% of the declared value of the damaged items, up to ₦300,000.

Damage is not covered when the outer packaging arrives intact. Our partner warehouses forward sealed packages exactly as received from the supplier and do not open them, so JUMTA cannot confirm the condition of the goods before dispatch.

For a damage claim to be accepted:

• The visible damage must be reported to JUMTA at pickup or delivery, before the package is taken away. The full claim, with the documents listed under “How to make a claim”, must then be sent within 48 hours.
• Photos of the damaged packaging and contents must be provided.
• The original packaging must be kept until the claim is settled.

Fragile items

Breakage of fragile items is not covered when the outer packaging arrived intact, including phone screens, touch panels, glass, ceramics and electronics with screens. Fragile items damaged inside visibly damaged outer packaging are covered under Damage protection, and loss of fragile items is covered under Loss protection.

Customers shipping fragile goods should ask their supplier to use strong protective packaging: a rigid box, bubble wrap or foam around each item, and “Fragile” labels. JUMTA may refuse to forward a package that is clearly unsafe for transport.

What is not covered

JUMTA does not pay compensation for:

• Delays in delivery, for any reason
• Goods seized, held or destroyed by customs or any government authority
• Prohibited, restricted or undeclared items
• Goods with an under-declared value, or a value declared after dispatch
• Damage inside packaging that arrived intact
• Supplier errors: wrong items, missing pieces, counterfeit or faulty goods
• Poor or inadequate packaging by the supplier or customer
• Import duties, taxes and customs fees
• Loss of profit, business income or any indirect loss
• Events beyond JUMTA’s control, such as natural disasters, war, riots or strikes

How to make a claim

1. Report the problem to JUMTA within 48 hours of delivery or pickup (visible damage: at pickup or delivery, as above). For a lost shipment, report it within 7 days of the expected delivery date.
2. Send your claim by WhatsApp or email with:
   • Tracking or shipment number
   • Supplier invoice or receipt showing the goods’ value
   • Photos of the packaging and contents (for damage)
   • A short description of what happened
3. JUMTA reviews the claim and normally replies within 7 working days. For a lost shipment, the review starts once the loss is confirmed (normally within 21 days of the expected delivery date).
4. If the claim is approved, payment is normally made within 14 working days of approval, by bank transfer to the customer.

Claims reported late or without the required documents may be refused. JUMTA’s decision is based on the evidence available.

If you disagree with a claim decision, contact us within 14 days of it and we will review it.

Customer responsibilities and general terms

The customer is responsible for:

• Declaring an accurate description and value of the goods before dispatch
• Making sure goods are legal to export and import, and not prohibited by the carrier
• Making sure the supplier packs the goods securely
• Providing correct sender and receiver details

General terms:

• JUMTA’s total liability for any one shipment will not exceed ₦300,000.
• Compensation is paid only to the customer who booked and paid for the shipment.
• Approved compensation may be reduced by any unpaid shipping charges.
• JUMTA may update this policy at any time. The version in force on the booking date applies to that shipment.

Questions and claims

Send questions about this policy, or a claim, to JUMTA Xpress Cargo Ltd. on WhatsApp or by email at cargo@jumta.com.ng.