Terms of Service

These Terms of Service (“Terms”) form a binding agreement between you and Packlink Lanka (Private) Limited (“Packlink”, “we”) governing your use of our website, mobile apps and marketplace services (the “Service”).

By creating an account or using the Service you accept these Terms and our Privacy Policy. If you do not agree, do not use the Service.

• You must be at least 18 years old.
• You must have legal capacity to enter into a binding contract under Sri Lankan law.
• You must complete our identity verification (KYC) before funding or accepting any order.
• You must use Packlink only for lawful purposes, in compliance with all applicable export-, import- and customs laws.

Packlink is a technology platform that connects buyers (people who request items) with travellers (people heading along the route). The contract for the purchase, transport and delivery of any item is between the buyer and the traveller — Packlink is not the buyer, seller, importer of record, or carrier.

Packlink provides the marketplace, the chat, the escrow, the dispute process and the ratings system. We do not warrant the quality, safety or legality of any item, the truth of any listing, or the ability of either party to complete the transaction.

• One account per person. We do not allow shared, duplicate or shell accounts.
• You are responsible for keeping your sign-in credentials confidential and for all activity that happens under your account.
• We may suspend or terminate accounts that violate these Terms, present a fraud risk, or fail KYC.
• You can close your account any time from Profile → Settings → Delete account. Closure does not remove records we are legally required to retain (see Privacy Policy).

Buyers

• Provide accurate item details, store URLs and a realistic reward.
• Fund the escrow promptly when you accept an offer.
• Inspect the item on hand-off and confirm or open a dispute within 7 days.

Travellers

• Only offer on items you can lawfully carry into Sri Lanka.
• Upload the original retailer receipt before status moves to purchased.
• Hand the item over in person, in the agreed city, in the agreed timeframe.
• Pay any customs duty due at the airport; reclaim documented duty via your wallet.

Both sides

• Communicate inside Packlink chat. Off-platform deals are at your own risk.
• No harassment, hate speech, sexual content or threats — see Community Guidelines below.

Buyer funds are held by Packlink in a segregated client-funds account at a regulated Sri Lankan bank. Funds release to the traveller after the buyer confirms delivery, after the 7-day dispute window expires without a complaint, or after our trust team rules on a dispute.

Refunds are made to the original payment instrument within 5 working days of approval. We reserve the right to hold funds longer where required to comply with anti-money laundering rules or a regulator's request.

Service fees are detailed on the Fees page and shown in the checkout breakdown before you confirm.

You must not:

• Carry, request or list any item banned by Sri Lanka Customs or restricted under LK law (full list: Prohibited items).
• Misrepresent your identity, route, capacity or item.
• Manipulate ratings, refunds, fees or the escrow — including stringing matches off platform to avoid fees.
• Reverse-engineer, scrape, automate, overload or interfere with the Service.
• Use the Service to launder money, evade taxes or finance terrorism.

If the item is wrong, damaged or undelivered, the buyer may open a dispute within 7 days of the order moving to delivered. Both sides upload evidence (photos, receipts, chat history) and the trust team reviews within 48 hours. Outcomes can be: full refund, partial refund, or release of the escrow to the traveller. The decision is binding on the platform, but does not limit either party's rights at law.

Packlink, the Packlink logo, and the platform code, design and content (other than user-generated content) are owned by Packlink Lanka (Pvt) Ltd. You retain ownership of the content you post; by posting it you grant us a worldwide, royalty-free licence to host, display and distribute it on the platform for the purpose of operating the Service.

To the fullest extent permitted by law, Packlink is not liable for indirect or consequential losses arising from your use of the Service, or for the actions of other users. Our aggregate liability to you for any matter relating to an order is capped at the total fees we received from you in respect of that order.

Nothing in these Terms excludes liability for death, personal injury caused by negligence, fraud, or any liability that cannot be excluded under Sri Lankan law.

We may update these Terms when our service changes or to comply with new law. Material changes are notified by email and in-app at least 14 days before they take effect. Continued use of the Service after the effective date is acceptance of the new Terms.

These Terms are governed by the laws of the Democratic Socialist Republic of Sri Lanka. The courts of Colombo have exclusive jurisdiction over any dispute, save that we may bring proceedings in the courts of any jurisdiction where you are resident.

Questions about these Terms? legal@packline.lk — or use the contact form.